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Customer Care Lead
21st Century Fox
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
OVERVIEW OF THE COMPANYFoxNext
FoxNext is driving immersive, next generation entertainment experiences in the areas of augmented and virtual reality, mobile, console/PC games and location-based entertainment across Twentieth Century Fox Film and Fox Networks Group. The division consists of FoxNext Games, FoxNext VR Studio and FoxNext Destinations.
JOB DESCRIPTION
Reporting into the Sr. Director of Customer Care, the Customer Care Lead will assist the Sr. Director in keeping the finger on the pulse for the customer care team located in LA. You will help coordinate daily activities within CS Operations and ensure that agents are focused and driving towards meeting our goals. The right candidate is passionate about helping others and is empathetic towards the needs of customers, but also works with a sense of urgency and has demonstrated success uncovering opportunities to develop and implement best practices to increase productivity and getting our customers back in their game.
Team:
The Customer Care Team Lead is a member of the Customer Care team, but will partner closely with QA, Community, and Game development. You will be instrumental in advocating for our customers and being the Voice of the Customer in the studio.
Day to day:
• Help with the day-to-day customer support operations to the satisfaction of the Sr. Director of Customer Care
• Resolve and/or respond to customer emails as needed
• Address ticket escalations, payment issues, and app review posts
• Ensure maximum productivity and utilization of agents are being met by meeting hourly, daily, and monthly goals
• Assist with ongoing training and coaching of agents by ensuring they are following all guidelines and processes
• Monitor and implement best team practices to increase productivity and quality
• Monitor a percentage of agent’s customer contacts (email, phone, etc.) weekly to ensure quality is being met
• Deliver actionable insights on incoming CS contacts to cross-functional teams
• Coordinate with Quality Assurance to identify and resolve game bugs
• Review product specifications and roadmaps to anticipate and plan for support needs
• Help with CS documentation of FAQs, Training, and Procedures
• Keep support teams up to date on game content and provide training material as needed
• Perform other duties and assignments as directed
Education:
• Some college, preferably at least an Associate’s degree
Year’s Experience:
• 3+ years working in a call cener environment (supported games is a plus!)
• 1-3 years of supervisory or team lead experience
• Bilingual in Spanish/English is a plus
MUST Have Experience:
• A true customer advocate who knows what it means to go above and beyond for the customer
• A thorough understanding of CS operations, tools, and procedures
• Experience with CRMs or email systems (Zendesk, Helpshift, Deks.com)
• You are able to analyze data, utilize problem-solving skills, and recommend solutions
• Able to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
• You love playing mobile games and other games of all types and have walked the player journey
• A strong grasp of Microsoft Office tools (Word, Excel, PowerPoint, etc.) and Google Suite
• Ability to speak and write with clarity, accuracy, and able to match professional tone to appropriate audience
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.