Account Manager Team Lead

July 4

🏢 In-office - Toronto

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VGW

Virtual Gaming Worlds

Technology • Social Gaming • Game Development

501 - 1000

💰 $2.6M Series A on 2013-03

Description

• Coach and guide a team of Account Managers • Strategically analyze unmanaged accounts to evaluate and assign them to the appropriate team • Handle escalations for unmanaged players related to anti-fraud, responsible social gameplay, and AML • Oversee escalation process and ensure prompt and effective handling of requests • Use KPIs to assess player satisfaction, resolution time, quality of resolution, team performance, and process improvement • Monitor and analyze player activity and behavior to enhance player experience • Be aware of risks and manage risk within the team • Ensure compliance with Responsible Social Gameplay, Anti-Fraud, and AML mandates • Develop a culture of excellence through effective performance management system

Requirements

• 2+ years demonstrated B2C relationship management experience as well as experience in Team Management • At least 6 months of demonstrated experience handling dissatisfied player escalations or triaging player accounts • Advanced understanding of the escalations process and account analyses is an advantage • Demonstrated experience as a strong leader who is motivated to build success in others • Ability to understand the implications of actions and make recommendations for solutions • Ability to manage multiple priorities, meet deadlines, and work efficiently with time-sensitive escalations

Benefits

• Competitive compensation • Perks and benefits • Flexible work-life balance • Opportunities for learning and career advancement

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