Customer Happiness & Player Safety Manager
Star Stable Entertainment AB / Kundservicejobb / Stockholm
2024-02-16
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hela Sverige Visa alla jobb hos Star Stable Entertainment AB i Stockholm About Star Stable Entertainment
Once upon a time in 2011, the founders of Star Stable Entertainment had a vision. They wanted to create a game that could make a difference. Although half of gamers are girls and women, they were under-represented in the gaming industry, both as characters and creators. We dreamed of an epic online world where tween and teen girls could share an amazing experience. And we wanted to challenge how things were done in a male-dominated industry. Fast forward to today, and our dream has come true tenfold - Star Stable Online stands as one of the most popular MMORPGs globally! At our HQ in Södermalm, our 130 employees are thrilled to continue to welcome players to the island of Jorvik, with its breathtaking scenery, beautiful horses, and magical quests. It's wonderful to see that our dream resonates with so many players around the world, and we can't wait to share more stories and experiences with them!
The position:
We are now on the lookout for a Customer Happiness & Player Safety Manager to lead the Customer Happiness team and guarantee a secure and delightful playing experience for our players. We want to ensure that our players and their parents get the best possible customer support experience and we aim to cultivate an environment where players feel not only safe but also genuinely pleased to reach out to us, whether they encounter issues or simply seek engagement.
Responsibilities:
Supervise the daily operational activities of the Customer Happiness team to ensure seamless functioning.
Mentor and coach team members, conduct salary and performance reviews, and foster a positive work environment.
Collaborate with the CMO and analytics team to create and implement key performance indicators (KPIs) aligned with organizational objectives.
Handle crises efficiently and coordinate with stakeholders to address challenges effectively.
Work collaboratively to establish tools and processes that enhance the overall customer experience.
Collaborate with other teams and departments to ensure that player perspectives are considered in decision-making processes.
Define and implement long-term strategies and goals for the team that align with the company's overarching objectives.
Constantly evaluate and challenge existing methodologies, select appropriate partners, and adapt tactics to provide the best service to our players.
We think you:
Have over 3 years of experience leading teams, including people management and salary review processes.
Have exceptional communication and collaboration skills.
Is proactive and driven, capable of initiating and driving processes and development
Are Fluent in written and spoken English, with a preference for proficiency in Swedish.
Have demonstrated experience in crisis management.
Have the ability to comprehend the broader organizational goals and make challenging decisions when necessary.
Have previous experience in working with vendors and managing outsourced customer service operations.
Are flexible and empathetic, with a keen understanding of individual differences.
Perks for joining us?
A pretty sweet mission. We are developing the world's best horse-riding game for girls and we take that vision very seriously. We strive to hit that mark every single day.
30 vacation days (+ 3 additional squeeze days).
A pension and insurance plan that mimics ITP1 and a parental pay top-up @90%.
Health allowance at 5000 SEK per year.
Hybrid working model - combine WFH and being together with the team at our new office located right amidst Södermalm GameDev cluster (Magnus Ladulåsgatan 65)
Fitness discount of 18% at SATS gym + company workout classes.
A dog room at the office! Bring your furry friend to work!
Are you ready to be a chapter on this magical journey? Apply now! We can't wait to hear your story!
Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2024-08-04
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Star Stable Entertainment AB (org.nr 556819-8401)
Arbetsplats Star Stable Entertainment
Jobbnummer 8475664