Hike is hiring a

Web3 Head of Customer Support

At Hike, we’re building the Rush Gaming Universe 🎮 📲 💰

To know more, check out work.hike.in.

Skills & experience we're looking for 👨‍💻

• At least 10 years of relevant work experience leading customer support teams in both the voice and non-voice support (in large scale B2C orgs)
• Strong Strategy planning to enhance a delightful customer experience for our players
• To be able to drive customer experience as a POD & ensuring implementation of customer friendly processes and modules
• Excellent management skills, can embrace ambiguity and meet commitments
• Great problem-solving skills, and ability to motivate others to find solutions in complex situations and dynamic environments
• Create a scalable product oriented approach towards solving player issues instead of just adding more agents
• Open for feedback and enjoys working in a fast-paced, constantly iterating environment
• Customer centric leader with strong passion for games and an ability to critique them is a plus
• Strong empathy for customers and passion for revenue and growth
• Trained and certified in Operations/ call centre management from International Customer Management Institute (ICMI) would be an added advantage.

You will 📲

• Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Revenue, Product, Design and Marketing
• Enhancing App experience to ensure higher conversion at platform. Continuous bench-marking of social sentiments and competitive research
• Achieve operational excellence by benchmarking, automating and streamlining processes to bridge gaps and show measurable results
• Customer-centric approach to digital optimisation – demonstrable experience in using consumer and data insights
• Be the strongest customer advocate for our players and ensure that their voice is heard at various forums within the organization
• Understanding of Consumer research, customer support operations, and vendor/tool management
• Proven ability leading and building high-performing teams focused on continuous improvement & process development
• Ability to think strategically, as well as tactically, and to exercise sound judgment in prioritizing issues
• Hire, Mentor and Coach young members of the team
• Ability to thrive in a fast-paced, dynamic, and high energy environment and be comfortable with ambiguity
• Having an online gaming experience would be an added advantage

💰 Benefits → We have tremendous benefits & perks. Check out work.hike.in to know more

👾 Discord → Diving into our Discord is a great way to get to know us better (& maybe work on a few things with us)

Apply Now: