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Director of Customer Experience - Seattle Washington
Company: FlowPlay Inc.
Location: Seattle, Washington
Posted On: 11/16/2024
The Director of Customer Experience at FlowPlay is a leadership position responsible for overseeing all aspects of customer service operations across our social casino platforms and our new Real Money Gaming (RMG) online casino product. This role requires exceptional leadership skills, strategic vision, and the ability to build and manage large-scale customer service operations. The Director will lead the development and implementation of a 24/7, 365 remote call center, ensuring seamless customer support for our expanding product lines. This position plays a crucial role in shaping the overall customer experience strategy, driving customer satisfaction, and supporting business growth.
This role is a hybrid one based in our downtown Seattle office, and office-based staff are expected to work in-office on Monday and Wednesday, and remotely on other days.
Key Responsibilities
- Oversee and provide strategic direction for all customer service operations, including social casino platforms and our upcoming Real Money Gaming online casino product
- Develop and implement the strategy for building and managing a 24/7 remote call center to support an RMG product
- Lead the hiring process for new customer service roles, including developing job descriptions, conducting interviews, and making final hiring decisions
- Manage and mentor the Manager of Customer Experience on the Social Casino side, and hire and manage two supervisors on the RMG side
- Develop and implement customer service policies, procedures, training and best practices for both social casino and Real Money Gaming products
- Collaborate with Leadership team members and other department heads to align customer service strategies with overall business objectives and to resolve customer issues
- Analyze customer service metrics and feedback to drive continuous improvement in service quality and operational efficiency
- Manage customer service budgets, resource allocation, and workforce planning across all product lines
- Stay informed about industry trends, regulations (particularly in Real Money Gaming), and innovations in customer experience management
- Identify problem gambling signs and assist customers with providing information to get them assistance.
- Ensure compliance with all relevant regulations and responsible gaming practices in customer service operations
- Drive the adoption and optimization of customer service technologies and tools
- Manage vendor relationships related to customer service operations, identifying customer and team needs and recommending solutions
Performance Expectations
- Successfully build and launch the 24/7 remote call center for our new Real Money Gaming product
- Provide the required daily, weekly, monthly, and annual reports for regulated markets.
- Consistently improve customer satisfaction scores and player retention rates across all products
- Meet or exceed targets for customer service KPIs (e.g., response times, resolution rates, CSAT scores)
- Successfully lead and develop the Customer Experience team, improving skills and performance at all levels
- Demonstrate innovative approaches to player engagement and community building
- Effectively manage resources to balance quality service with operational efficiency
- Ensure seamless integration of customer service operations between social casino and Real Money Gaming products
Required Skills and Competencies
Technical skills
- Advanced proficiency in customer service management systems and technologies, such as ZenDesk.
- Strong analytical skills with the ability to interpret complex data and metrics
- Understanding of online gaming platforms, including both social casino and Real Money Gaming dynamics
Soft skills
- Exceptional leadership and team management abilities, including experience with remote team management
- Strategic thinking and ability to align customer service operations with business objectives
- Outstanding communication skills, both written and verbal
- Strong problem-solving and decision-making skills
- Ability to manage multiple high-priority initiatives in a fast-paced environment
- Customer-centric mindset with a focus on creating positive player experiences
- Change management skills and ability to lead teams through periods of growth and transition
Additional skills (preferred but not required)
- Knowledge of responsible gaming practices and their implementation in customer service
- Familiarity with community management strategies in online gaming environments
Other Requirements
- Minimum of 10 years of experience in customer service in a high-volume, fast-paced call center, with at least 5 years in a leadership role
- Proven track record of leading and developing large customer service teams
- Experience in the gaming industry, particularly with social casino and/or Real Money Gaming products
- Ability to successfully complete a background check, drug screen, and obtain a gaming license in jurisdictions where the business deems necessary.
- Strong understanding of player motivations and behaviors in online gaming environments
- Able to handle complaints and difficult situations in a calm and patient manner.
- Must be available at times to work nights, holidays and weekends, in order to connect with and provide support to all shifts, including occasional backup support.
- Willingness to travel as needed for remote team management and industry events
Join the FlowPlay team!
At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague's impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy.
We offer:
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