Head of Customer Success at Fliff | Torre
Head of Customer Success
Report
Fliff

Head of Customer Success

Fliff
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Full-time

Legal agreement: To be defined

Compensation
USD70k - 100k/year
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Hybrid (Philadelphia)
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Posted over 2 years ago

Requirements and responsibilities

Fliff reimagines sports betting as a social, and free-to-play game build for all types of sports fans. We've built a social sportsbook experience that allows users to compete for leaderboard positioning, to achieve badges and build their status within the game. We are pioneering play-for-fun sports gaming, with a social sportsbook experience that is supplemented with sweepstakes credits and loyalty rewards. We provide sports fans with a most fun, engaging, less costly alternative to real money gaming. With Fliff, making picks is just the start of the fun and winning is about more than just the prize. We are seeking a Head of Customer Success to lead and manage our customer support team in the gaming industry. The successful candidate will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive a high level of service and support. The Head of Customer Success will also be responsible for developing and implementing strategies and processes to improve customer satisfaction, retention, and loyalty. Responsibilities: - Manage and oversee the customer support team, including hiring, training, and performance management - Develop and implement strategies to improve customer satisfaction, retention, and loyalty - Monitor customer feedback and complaints to identify areas for improvement and implement solutions - Develop and implement customer support policies and procedures to ensure consistency and efficiency in service delivery - Ensure that all customer support inquiries are responded to promptly and effectively, meeting or exceeding service level agreements - Liaise with other departments, such as marketing, product development, and operations, to ensure that customer feedback is incorporated into decision making and product development processes - Manage and report on customer support metrics, such as response time, resolution time, and customer satisfaction scores - Stay up-to-date with industry trends and best practices in customer support and incorporate them into our operations - Develop and maintain relationships with key stakeholders, such as VIP customers, to ensure a high level of service and retention
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