Customer Experience Manager

Title: Customer Experience Manager

Remote: United States

Line of Business: Remag

Contract: Permanent

Salary: Highly Attractive + Bonus / Incentives

PTW Gaming Services is a leading player in the gaming industry, dedicated to providing innovative solutions and platforms for gamers worldwide. Our latest venture, Remag, is a cutting-edge social media platform tailored exclusively for the gaming community. With a mission to revolutionize the gaming experience, we are seeking a Customer Experience Manager to join our team and ensure Remag's users have the best possible experience on our platform.

Position Overview:

As a Customer Experience Manager for Remag, you will play a pivotal role in shaping the way gamers connect, share, and engage on our platform. You will lead a team of dedicated customer support professionals and work closely with various departments to create a seamless and enjoyable user experience for our community of gamers.

Key Responsibilities:

User Support:

Oversee and optimize customer support operations, including responding to user inquiries, resolving issues, and addressing feedback.

Monitor and track user satisfaction metrics and implement strategies for improvement.

User Engagement:

Develop and implement user engagement strategies to increase user retention and activity on the Remag platform.

Collaborate with the marketing team to create campaigns and initiatives that enhance user experience and participation.

Feedback Analysis:

Collect and analyze user feedback and data to identify pain points, trends, and areas for improvement in the Remag platform.

Collaborate with the product development team to prioritize and implement user-centric features and improvements.

Quality Assurance:

Establish and maintain quality standards for customer support interactions, ensuring consistency and excellence in service.

Conduct regular quality assurance assessments and provide feedback to the support team.

User Education:

Develop user resources, guides, and tutorials to help users maximize their experience on the Remag platform.

Organize webinars or workshops to educate users on platform features and best practices.

Requirements

• What we’re looking for
• Qualifications: Bachelor's degree in business, marketing, or a related field (or equivalent work experience). Proven experience in customer service or customer experience management, preferably in a tech or gaming-related industry. Strong leadership and team management skills. Excellent communication and interpersonal skills. Data-driven mindset with the ability to analyze and act upon user data. A passion for gaming and a deep understanding of the gaming community is a significant plus. Benefits:
  

Benefits

Competitive salary and performance-based bonuses.

Health, dental, and vision insurance.

Flexible work hours and the option for remote work.

Opportunity to make a significant impact in the gaming industry.

Fun and inclusive company culture with passionate gamers.

Who we are

PTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW