Job summary
Job post source
This job is directly from ARB Interactive
Job overview
The Head of Customer Support at ARB Interactive leads a large customer service team to enhance player experiences and align support strategy with company growth and vision.
Responsibilities and impact
The role involves structuring and developing a large support team, managing outsourced agents, creating processes for escalations, collaborating with other departments, setting KPIs, reporting to executives, managing budgets, and vendor relationships.
Experience and skills
Requires 5+ years managing support teams, 2+ years managing outsourced teams, experience in gaming industries, CRM platform expertise, strategic and data-driven thinking, and strong communication skills.
Work environment and culture
ARB Interactive values diversity and inclusion, fostering a supportive and equal opportunity work environment.
Company information
ARB Interactive is a profitable, fast-growing social gaming startup founded in 2022 with over 100 global team members focused on redefining player experiences in North America.
Team overview
The candidate will lead a large customer service team of over 80 agents, both in-house and offshore, integrating outsourced teams into the company culture.
Application process
Applicants must apply through ARB Interactive's official careers page and beware of fraudulent communications; the company uses official @arbinteractive.com emails and Ashby recruiting platform.
Company overview
ARB Interactive, headquartered in Miami, FL, operates in the video games industry, focusing on creating interactive platforms and social video game experiences. The company specializes in developing free-to-play social gaming experiences, offering a range of online games designed to engage users. Founded in 2022, ARB Interactive generates revenue through in-game purchases and advertising within their gaming platforms. The company is led by co-founders Junwei Ye and Patrick Fechtmeyer, and it employs a team of 11-50 people.
How to land this job
Position your resume to highlight leadership in managing large-scale customer support teams, especially with outsourced staff, emphasizing your ability to integrate and develop teams for high performance.
Focus on showcasing your expertise in strategic planning, process creation for escalation handling, and collaboration with cross-functional teams like Payments, Fraud, and Product to improve customer experience and operational efficiency.
Apply through multiple channels such as ARB Interactive's official careers page at jobs.ashbyhq.com/arb-interactive and LinkedIn to maximize your application visibility and ensure it reaches the right hiring managers.
Connect with current ARB Interactive customer support leaders or team members on LinkedIn to inquire about the role and company culture; use ice breakers like commenting on their recent posts about team growth or asking how they align support strategy with ARB's vision.
Optimize your resume for ATS by including keywords from the job description such as 'customer support leadership,' 'outsourced team management,' 'Kustomer CRM,' 'strategic thinker,' 'data-driven decision making,' and 'gaming industry experience' to pass automated screenings.
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