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Careers

Customer Success Lead

Location: London, UK
Employment Type: Full-time

What You’ll Do

During your first 12 months as QPLAY’s Customer Success Manager, you’ll be responsible for managing several hundred thousand game owners/ customers, implementing processes & software systems for triaging requests, ensuring all requests are responded to within 24 hours, by achieving the following:

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  • Evaluate and optimize QPLAY’s existing customer support processes & ticketing software, triaging & responding to over 500 tickets per day during peak season. QPLAY currently uses ZenDesk, but it can be replaced.

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  • Ensure incoming requests from multiple regional Shopify websites, Amazon sites, and all social media channels are funneled into a single platform for handling.

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  • Develop a workflow for handling all forms of support requests, implementing a system for automatic responses where possible, ensuring high priority requests are managed with Live Chat support.

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  • Manage two existing fulltime support agents, as well as recruiting, training, and managing any freelance support agents during peak season. You’ll write response macros for common support requests. During peak season in Q4, you’ll ensure there are always sufficient support agents in place to manage over 500 tickets per day, and a response time of 1-24 hours, across all territories, including 8 non-English speaking markets.

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  • Implement and manage a system for review garnering in coordination with Amazon consultants, Community Manager and Digital Marketing Ninja. Get Outsmarted to 5,000+ Trust Pilot reviews in 2023, with a 4.7+ rating.

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  • Communicate any software optimization recommendations, which will reduce the burden of human support handling, and report weekly KPIs on response times and overall customer satisfaction to the COO.

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  • Develop a standard & process for refunds, returns and support escalations in each territory.

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  • Coordinate with QPLAY’s Logistics Manager for up-to-date information on inventory status in each region, communicating with all regional fulfilment partners to ensure on time delivery.

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  • In coordination with QPLAY’s Digital Marketing Ninja and COO, you’ll ensure there’s the required systems integration between ZenDesk, Shopify and QPLAY’s Customer CRM to maximize support quality and minimize response times.

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  • Monitor and report on fulfilment metrics and highlight any fulfilment bottlenecks to COO real time, coordinating with QPLAY’s Community Manager, getting ahead of problems before they occur, and communicating with customers en masse, when needed.

Who You Are

  • You have a proven track record in mastering customer support: We’re not looking to train anyone. You should be able to demonstrate proven success in establishing processes and software systems to ensure hundreds of thousands of happy customers.

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  • You are a problem solver: You will demonstrate strong logical thinking, keen to critically approach problems & goals, bringing calm & considered leadership to the team.

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  • You’re a team player without ego: As a small team of ten, everyone must have both a unique and valuable contribution to the mission. Your comparative advantage will be your ability to do more with less, providing personalized support in high volumes.

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  • You are curious & like tech: You show an interest and aptitude for technology, actively researching emerging customer support trends and tools.

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  • You have a startup mentality and flexible attitude: Our goal is to hire a leader, with a bootstrapping approach, accepting that menial tasks are sometimes necessary, who can adapt to a changing environment, an evolving product, and extreme peaks in requests.

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  • You must have: 2+ years’ experience in setting up & managing customer support processes, systems and managing agents, as well as excellent written English. Bonus points for experience leading customer support for a software or gaming company.

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Where You’ll Work

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QPLAY has a hybrid work model. We recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Outsmartians. A typical week will require 3 days per week spent in our Bromley office, and the rest in your own space. 

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What We Offer

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We offer a competitive salary of £35,000 - £45,000. As a VC backed start-up, in making yourself indispensable to the mission, there’s no limit to what the opportunity can bring.

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