Customer Support Manager
About BloxGame:
BloxGame is revolutionizing the iGaming industry by pioneering a new era of leveraging virtual video-game economies. Our innovative platforms allow players to place bets using virtual items from popular video games, tapping into the billion-dollar virtual economies that have been largely untouched by the iGaming world. We're not just following trends; we're setting them.
At BloxGame, we're committed to leading by example. Our mission is to create a transparent, community-driven, and innovative iGaming experience that puts players first. We will be the first fully regulated and licensed iGaming website with a focus on video-game items. In just two years, we've achieved remarkable growth among our products, attracting over 3 million registered users and generating Series A level revenue – all while remaining profitable and 100% self-funded (we choose our own destiny!)
Behind our success is a small but mighty team of close to a dozen people, each individual bringing deep expertise in their respective fields. We're passionate about our mission and work collaboratively to turn our shared vision into reality. As we continue to grow, we're seeking talented, driven professionals who share our values and want to make a lasting impact on the iGaming landscape. If you're ready to join a company that's not just riding the wave but creating it, BloxGame is the place for you!
The Opportunity:
We're seeking an experienced Customer Support Manager to lead our support team and ensure exceptional service for our growing user base. The ideal candidate will be passionate about gaming, have a strong understanding of customer service best practices, and excel at building and managing high-performing teams.
Key Responsibilities:
- Develop and implement customer support strategies aligned with BloxGame's mission and values
- Build, train, and manage a team of customer support representatives
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) for the support team
- Create and optimize support processes, including ticket management, escalation procedures, and quality assurance
- Analyze customer feedback and support data to identify trends and recommend product improvements
- Collaborate with other departments to enhance the overall user experience
- Develop and maintain a comprehensive knowledge base and self-service resources for users
- Ensure compliance with gaming regulations and company policies in all support interactions
- Manage and resolve complex customer issues and escalations
Requirements:
- 3+ years of experience in customer support management
- Proven track record of building and leading high-performing support teams
- Strong understanding of customer service metrics and how to use data to drive improvements
- Excellent communication and interpersonal skills
- Experience with customer support software and tools
- Familiarity with gaming communities and platforms, especially Discord
- Ability to work in a fast-paced, dynamic environment
Preferred Qualifications:
- Familiar with iGaming websites
- Experience handling support for iGaming or Gaming platforms
What We Offer:
- Opportunity to shape the customer experience for a pioneering iGaming platform
- Competitive salary and benefits package
- Dynamic, fast-paced work environment with a passionate team
- Chance to grow with a rapidly expanding company
If you're excited about revolutionizing customer support in the iGaming industry and have the skills to lead a world-class support team, we want to hear from you!