1v1Me | $40,000-$60,000
Steph's Notes:
I have many concerns. That the title of the role doesn't match the title in the job description. The ridiculous salary. That the company has no Careers page and the role is only listed on LinkedIn. The stability/longevity of a company staking money on other people playing video games. Many, many concerns.
Original Job Description: Head of Customer Support
1v1Me is a platform that allows you to stake on others playing video games. We are building an esports community fueled by staking and entertainment.
1v1Me is a fully-remote team. We focus on providing an environment that encourages learning and growth, giving you the opportunity to lead your own projects and take pride in the work you do.
This is an opportunity to join a small but dynamic team as a Customer Support Manager, where you will play a pivotal role in ensuring our customers receive exceptional support and service.
As a Customer Support Manager, you will:
- Lead and manage a team of Customer Support Agents, providing guidance, coaching, and support to ensure the team meets and exceeds performance goals.
- Develop and implement customer support policies, procedures, and standards to improve the overall customer experience.
- Monitor and analyze customer support metrics and KPIs to identify areas for improvement and implement strategies for enhancement.
- Conduct regular performance assessments and provide feedback to team members, fostering their growth and development.
- Handle day-to-day tasks like scheduling, responding to app store reviews/app feedback, escalations, etc.
- Ensure the team maintains and exceeds set metric goals for response time, customer satisfaction, and issue resolution.
- Continuously stay updated on the gaming and esports industry, keeping abreast of product/service changes to provide accurate information to customers.
- Lead by example, exhibiting excellent communication and interpersonal skills, and demonstrating empathy and patience when dealing with customers.
The following might describe you:
- You have prior experience in a managerial role within a customer support or similar customer-facing environment.
- You have prior experience scaling a customer support team.
- You possess exceptional leadership and team management skills, with the ability to motivate and inspire your team to deliver outstanding results.
- Your communication skills, both written and verbal, are exemplary, allowing you to convey complex information clearly and effectively.
- Problem-solving and creative thinking come naturally to you, enabling you to find innovative solutions to customer issues.
- You thrive in a fast-paced, remote work environment, adept at multitasking and managing multiple responsibilities simultaneously.
- Empathy and patience are core attributes, and you consistently strive to provide a positive customer experience.
- A deep passion for gaming and betting-related products and an understanding of the esports community are highly valued.
We offer a performance bonus & bi-weekly team lunch. We have a healthy work-life balance and a fantastic working environment.
