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Social Media Support Supervisor
Ubisoft
Morrisville, NC, United States
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Company Description
Ubisoft is composed of over 14,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.
The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking a Social and Retail Support Supervisor for our Morrisville, North Carolina Customer Relationship Center.
Status:
Full-time / Permanent
Core hours: 12 PM – 9 PM, Monday through Friday, but will rotate through other days and hours in order to regularly meet with all direct reports and see them in action.
Benefits: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, pawternity, and volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)
Description:
Under supervision by the Department Manager, the Social and Retail Support Supervisor owns all customer-facing support activity for two teams with multiple mandates. This Supervisor also acts as the advocate and primary liaison between these two teams and our internal and external business partners, with particular emphasis on our highly-visible social support channels due to their tight integration with multiple internal partners.
Core Responsibilities:
• Manage two teams with diverse operational goals and functions:
◦ The Social team provides one-to-one issue resolution and one-to-many informational updates for players through our Ubisoft Support Facebook and Twitter pages
◦ Retail support monitors and responds to negative reviews and product questions on select retail partner channels, both for strategic issue identification and for one-to-one issue resolution.
• Participate in directional strategy discussions regarding leveraging a heightened social support model.
• Identify risks, pain points, and opportunities for issue avoidance to improve the player and agent experience.
Qualifications
• Three years of previous contact center experience in roles of increasing responsibility, especially on social media channels
• Two years of management, supervisory, or team leadership experience
• Extensive knowledge of customer service principles and best practices, especially on social media
• Experience defining and mapping customer service processes for social media channels
• Demonstrated ability to lead teams and motivate members to accomplish set objectives
• Proficiency in MS Office applications including but not limited to Word, Excel, Outlook, and PowerPoint
• Proficiency with Atlassian Jira, Salesforce, Sprinklr, Brandwatch, or equivalent tools is a plus
• Must be fluent in English. Spanish, French, or Portuguese fluency is a plus
Additional Information
All your information will be kept confidential according to EEO guidelines.