Head of Customer Service (Gaming)

Head Of Customer Service (Gaming)

We have been engaged by our client who is a leader in the Gaming Industry in search for a Head of Customer Service.

Key Responsibilities

• Build a global customer service system according to business needs, develop service strategies, and drive implementation to support players across multiple languages.
• Establish and manage a multinational customer service team, recruit top talent, and foster a positive service culture with talent development mechanisms.
• Continuously refine work processes and standards, establish data frameworks and monitoring systems, track key performance indicators (KPIs), proactively identify and resolve issues, and enhance the player support experience.
• Work closely with product and technology teams to improve customer service infrastructure and implement AI-driven customer support solutions.
• Gather user feedback to bridge the gap between users and the product, assisting the development team in optimizing products and enhancing user experience.
• Select and manage external customer service providers to ensure quality and service flexibility.

Job Requirements

• More than 5 years of experience in customer service, with a background in team building and operations management, leading a multinational team of over 50 people.
• Strong customer-centric mindset, keen sensitivity to customer needs, and a passion for enhancing customer experience through innovative service models.
• Experience in intelligent customer service, call centres, VIP customer service, or multinational customer service is preferred.
• Strong understanding of internet product operations and data-driven management; experience in the internet or gaming industry is a plus.
• Self-driven, eager to learn and take on challenges, with a strong results-oriented approach.