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Linden Lab is continuing to hire for a lot of management jobs at the moment, as well as a few more pedestrian positions. Among them is the position of Customer Support Director.

The Director of Customer Support will lead the development of the company’s customer service strategy and the operational implementation of those plans. This role oversees a team responsible for handling customer service and technical support call center activities, case management, metrics and reporting, training, quality assurance, and support operations.  The role also serves as the primary liaison to the company’s third-party outsourcing relationships and other technology and service suppliers.

This position will be based at Linden Lab headquarters in San Francisco, CA.

Responsibilities:

  • This position will oversee the planning and execution of the company’s customer service and technical support policies and procedures as well as coordinate the customer service activities of the organization, including: forecasting, productivity management, quality and training, metrics and reporting.
  • Manage the day-to-day operational activities the customer service organization.
  • Drive strategic planning and tactical/operational execution of those plans.
  • Oversee a distributed internal team of customer support representatives.
  • Manage outsource partner relationships and other third-party vendors/suppliers.
  • Plan, develop and drive continual process improvements through all contact channels including phone, email and chat to increase productivity, enhance the customer experience and reduce costs and risks.
  • Develop business cases for ongoing process improvements through third-party relationships, technology investments and staffing optimization.
  • Manage and scale support offerings based on metrics, customer requirements and business needs.
  • Work closely with self-help and community management team to enhance the portfolio of support services.
  • Liaise with the functional areas across the business to represent the organization in defining customer support strategies that will balance strategy and business objectives with the goal of delivering enhanced service the customer community.
  • Expense budget management and monthly reporting.
  • Hire, train and develop junior members of the team.

Qualifications:

  • 10+ years Senior Management or Directorial experience managing customer service programs.
  • Ability to think and operate both strategically and tactically.
  • Strong strategic and analytical skills and a rich understanding of business process to analyze call center metrics and deliver actionable insights to enhance operational performance.
  • Experience working with and implementing Salesforce is desirable.
  • Metrics driven decision making with very strong quantitative skills.
  • Excellent problem solving, management and interpersonal skills.
  • Ability to express ideas in a clear and concise manner.
  • Strong verbal and written communications and presentation skills along with excellent analytical and negotiation skills.
  • Experience in the gaming industry is valued.

Education and Experience:

  • Bachelors Degree and a leadership position in a customer service organization with 10+ years support services experience; Masters Degree preferred.
  • Must have demonstrated experience in leading and managing distributed customer support teams.
  • Proven background in improving customer experience, achieving financial targets and improving operational performance.
  • Outstanding collaboration skills with a proven ability to work with multiple stakeholders across functional areas to accomplish shared goals .
  • Experience with a work-at-home customer care environment is beneficial.
  • Demonstrated success in vendor/partner management.
  • Business Process Reengineering and demonstrated use of one or more quality/process methodologies (e.g., Six Sigma, etc.) is highly desirable.

If that’s you, apply here. The Lab’s HR and hiring processes are not for the faint of heart or the impatient, from memory.

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