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EU Client Relation Manager

About us:

Appcharge is a well-funded, fast-growing startup that enables publishers to create a white-label, highly customizable web store solution within 24 hours. In the web store, the publisher will offer the relevant players the to purchase the virtual game goods. 

Responsibilities:
  • Manage and scale a 24/7 Technical Support team providing Tier 1 and Tier 2 customer support
  • Hire, train, and develop new team members, instill motivation and passion for delivering a unique player experience
  • Define, measure, and continuously improve operational and customer satisfaction key support metrics
  • Lead and implement best practices for efficient and high quality customer support
  • Work closely with all other departments within the studio to prioritize support needs and present the voice of the customer
  • Follow ticket trends and identify issues, influence the product roadmap by identifying and sharing insights based on data-driven analysis of player feedback
  • Design, develop and implement tools and procedures pertinent to the effective and efficient operation of the Customer Support team
  • Become familiar with all new features and changes and ensure the Support team is kept up to date and is involved in all concept reviews
Requirements:
  • 3+ years of experience managing a Customer Support team, leading processes and working effectively with cross-functional stakeholders
  • 5+ years of experience working in a Customer Support role
  • Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively.
  • Out of the box thinking, willingness to be hands on
  • Fluent in English

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