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Customer Support

Director of Social Media and Player Experience

Barcelona, Spain | Posted 08/15/2017

Apply Now

Please apply by sending a cover letter, your CV and portfolio. Thank you!

Apply Now
Sending e-mail to jobs@socialpoint.es

Or apply though our desktop version website on your PC

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Do you want to be part of a worldwide mobile games leader? We are an international team of more than 300 talented SocialPointers, based in sunny and cosmopolitan Barcelona. We create amazing games, positioned in the top rankings of both iOS and Android, that are played and loved by over 50 million fans all over the world.

Join us and help us make 2017 the breakout year in mobile social gaming.

 

What will you do in Social Point?

We are looking for an experienced Community Manager and Customer Experience individual to lead our growing customer team. At Social Point, we put the customer first.  We value their feedback as we develop new games, listen to their concerns on our live games and encourage them to interact with us and each other via our large social media presence.  As our Director of Social Media and Player Experience, you will have a unique opportunity to have a high impact on the business by leading and growing the team that is the voice of the customer inside Social Point, as well as helping us to uncover new ways to be an even more customer-centric company putting the player at the centre of all of our game developments.  

 

Responsibilities:

Together with the senior leadership at Social Point, define the strategy for the customer team

Develop the right “tone of voice” for Social Point overall and for each of our games separately

Lead and grow a team of expert customer and community managers including:

  • Recruiting additional team members as required
  • Leading the sharing of best practise across the team and the prioritisation of the team´s goals
  • Managing the professional development of individual team members

Manage the outsourced providers  that we use - particularly for Customer Service - and ensure adherence of the outsourced providers to the SLAs that have been agreed

Decide on the appropriate KPIs for the team and outsourced company

Ensure the product teams have (& coach  the customer team to deliver) the information that they need to :

  • Define features/set roadmaps that are aligned with customer needs
  • Resolve customer issues

 

This is you

  • You must be a problem solver and a self starter
  • You must be an accomplished expert but also humble
  • You must have a business mindset
  • Love of Social Point’s games

 

You also have

  • 10+ years of experience in Customer Support and Social Media
  • Previous experience in a mobile gaming company
  • 3+ years of experience in managing teams with a deep commitment to continuous development of those team members that you take responsibility for
  • Deep understanding of customer service, obtaining user feedback, and the skills needed to grow an online community
  • Previous experience building and managing online communities
  • Exceptional communication skills in English

 

As a SocialPointer you will enjoy...

You will count on all the resources you need for your work: the newest and most powerful devices & equipment and even a Spotify Premium account.

People development is key for us: Here you will have professional growth opportunities you have always dreamed of, supported by a performance review process, internal mobility and amazing training budgets.

We also care about our SocialPointers health, so we offer them a healthy Monday breakfast and a delicious daily lunch menu. Want to stay in shape? We have a brand new gym and football and basketball teams. Our physiotherapist can always help with your muscular problems!

Get to know your colleagues better in our monthly events! You can pay a visit our hairdresser to get ready ;)

If you are new in the city, you can join our Newbies Club! We offer weekend activities once a month, Spanish lessons and help with all your boring paperwork ;)

The list of advantages goes on and on. Join us to find out!

 

Do you want to level up? Press start.

 

Apply Now

Please apply by sending a cover letter, your CV and portfolio. Thank you!

Apply Now
Sending e-mail to jobs@socialpoint.es

Or apply though our desktop version website on your PC

share: