VIP Manager, Account management STFC
About The Position
Scopely is looking for a VIP Manager (Account management) to join our Star Trek Fleet Command team in US on a Remote basis. At Scopely, we care deeply about what we do and want to inspire play, every day – whether in our work environments alongside talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing, and innovating in the mobile games industry, connecting millions of players around the world daily. Star Trek Fleet Command is a standout success in the gaming industry. Launched in 2018, our in-house developed 4X MMO has continually evolved, earning its place as one of the top-grossing games on the market. Our next chapter is bold: we’re evolving the traditional 4X experience in STFC — and we need smart systems to power that next step.
Requirements
- 4+ years of work experience in a VIP team, customer service or customer support role
- Data-driven with an ability to understand trends and find ROI-positive solutions
- Tremendous communication skills, including excellent written and spoken English
- Must have a passion for conflict resolution and problem-solving
- Strong evidence of contributing to customer satisfaction and retention
- Account management experience
- Ability to analyze and draw conclusions from raw data
- Need to have creative impulses and the confidence to share ideas with teammates
- Outgoing, likable, enthusiastic, and driven to achieve results
Nice To Haves
- Casino/gaming VIP or host experience a plus
- Video game or mobile game experience a plus
- Ability to produce target-specific campaigns and report pre / post-campaign
- Proven experience in VIP portfolio / ROI-driven growth
- Experience in VIP account management for a mobile game or product
- Proven experience in analytical, reporting, and budget management
Responsibilities
- Establish and nurture relationships with a large group of VIP Players and proactively anticipate customer needs based on the portfolio's VIP Strategy
- Have regular communication with VIPs through a variety of communication channels (eg by live chat, email, and by phone)
- Might manage a community channel dedicated to VIPs if relevant (for example, Discord servers, Facebook groups…)
- Communication will be two-way - players will be able to contact you for prompt resolution on issues they may have, and at the same time, you will work on engaging with them proactively
- Triage new game bugs and coordinate with Quality Assurance and/or Product Teams to identify and resolve game issues quickly to provide players with a fast resolution to their inquiry
- Oversee and direct a group of VIP support agents to keep resolution times low and customer satisfaction high
- Work with the Community team and Player Care teams to understand upcoming events, and product updates and ensure that your VIPs are kept up to date
- You will be the voice of our VIP players, providing insight and being able to engage with our User Research and Product teams to provide feedback on what our VIPs love and which aspects they’d like to change
- Monitor key KPIs such as contact rates, player activity, spending patterns, and lapse players, and act on these trends for your players
- Analyze past and current player behaviors and how they can be improved by bonuses, gifts or events, or any other initiatives needed to grow customer loyalty
Benefits
- employees may be eligible for equity, bonuses, and a comprehensive benefits package, including healthcare benefits, retirement benefits, pet insurance, paid holidays, paid Scopely free days, and unlimited paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
