VIP Manager

Customer Support | Seattle, WA

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Job ID:
R-BS010819
Location:
Seattle, Washington
Post Date:
01/11/2019
Department:
Customer Support

Life at Big Fish Games

Big Fish Games is an innovative developer and world-class publisher of a diverse portfolio of casual game franchises, including Big Fish Casino, Gummy Drop, Fairway Solitaire, Jackpot Magic Slots and Cooking Craze. Founded in 2002, we serve millions of players every day and are dedicated to providing players with the opportunity to play, connect, compete and discover anywhere and on any device. We are dedicated to enhancing life through exceptional play.

Our four core beliefs are what makes working at Big Fish Games unique. We believe in a work environment that:

  • Creates opportunities for impact
  • Shares a passion for challenge
  • Cultivates a spirit of creativity
  • Thrives through collaboration

Summary and Mission

Reporting to the Senior VIP Marketing Manager, your primary responsibility as VIP Manager is to help ensure our top social-casino players are engaged, delighted and inspired.  You will provide unparalleled and enthusiastic personalized customer service that surpasses expectations.

As the VIP Manager you will manage and mentor a small team of dedicated VIP hosts; providing guidance and direction on the best ways to develop and nurture lasting customer relationships that stimulate engagement and revenue.

The ideal candidate will possess peerless customer service skills; both in written and personal communications.  You will exude confidence and authenticity when interacting with team members and players.  Your passion for proactivity will be leveraged while working across internal departments to expedite customer service solutions and champion new marketing initiatives.

Based in our brand-new downtown Seattle headquarters, you’ll enjoy the all fun and excitement of being part of a renowned gaming company; quirky colleagues, comfortable and spacious work environment and spectacular views of the bay. 

Key Responsibilities

  • Manage and mentor small team of VIP Hosts; ensuring a unified voice and strategy for customer outreach and relationship management
  • Ongoing monitoring and reporting of VIP player engagement and feedback to relevant internal stakeholders
  • In concert with Product team, help develop and improve upon highly targeted engagement incentives for our top players.
  • Communicate directly with VIP players via email and phone; providing assistance with all manner of customer service issues
  • Assume the highest level of authority for customer service escalations from junior team members
  • Ensure the process for technical issues and bug reports is optimized and functioning correctly

Qualifications

  • 2+ years of experience in personnel management
  • 2+ years of experience working directly with high-valued players/customers in the mobile gaming space
  • Must be a self-starter and able to work and make decisions independently
  • Strategic thinker regarding methods of customer retention, engagement
  • Problem-solver extraordinaire – able to identify core customer service issues and quickly implement sound solutions
  • Strong interpersonal skills and ability to work cross departmentally

Preferred Qualifications

  • Associate or bachelor’s degree, or equivalent level of direct experience
  • Previous experience in mobile social-casino space

Big Fish Games is an equal opportunity employer. We bring unique talents together to build something special that’s why we welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

This role is not eligible for any company sponsored immigration visas.