Myprize
Director of Customer Operations
Miami, USA · Director
Sponsorship not specifiedDetected 150 days ago
SQLComplianceProject ManagementAccount ManagementExcelCustomer SuccessCustomer SupportCommunication
About the role
- SLA Excellence: Ensure elite SLA performance with a constantly elevated standard for customer experience across all user types from net new to VIP.
- Coordinate with Compliance: Excel in Compliance coordination where it touches customer communications and flows.
- Strong operational instincts to enhance and streamline the customer experience, prevent bottlenecks at every layer of the user experience, and prioritize velocity vs. perfection where appropriate.
Responsibilities
- Create, manage, and optimize processes for handling tickets, responding to live chat messages, and triaging other customer communications.
- Manage and implement processes to drive strong product change communications, outage communications, and incident follow-up.
- Strategize and build out strong systems to manage moderation and participation in MyPrize's global chat and community, handle community initiatives, and manage feedback on other platforms including App Store and Trust Pilot.
- Own all content on the MyPrize Help Center, including drafting new content, as well as enhancing and maintaining existing content with accuracy, freshness, and an authentic company voice.
- Build out a training and quality control program to ensure all Customer Experience agents understand the product and speak with the right voice, reducing escalations and building trust with MyPrize users.
- Product Change Management: Manage and implement processes to drive strong product change communications, outage communications, and incident follow-up.
- Maintain & Scale Help Center: Own all content on the MyPrize Help Center, including drafting new content, as well as enhancing and maintaining existing content with accuracy, freshness, and an authentic company voice.
- Training & Quality: Build out a training and quality control program to ensure all Customer Experience agents understand the product and speak with the right voice, reducing escalations and building trust with MyPrize users.
Requirements
- Clear and effective communicator with excellent project management skills and ability to coordinate across multiple teams and stakeholders.
- Proven track record of managing customer operations teams with measurable impact on performance and team efficiency.
- Experience in gaming, streaming, or social casino industries.
- Familiarity with customer service platforms and CRMs including ZenDesk.
Nice to have
- SQL knowledge is a plus.
Benefits
- Health, Dental, and Vision Flexible Spending Account Flexible Vacation Policy
- Build a strategy for leveling up MyPrize's customer support processes for 24/7 global coverage across geographies and time zones.
- Manage and improve processes for around-the-clock coverage related to suspended user triage and fast reactivation for VIP players.
- Remote-first company with hybrid offices in NYC & Miami Equity 401K Comprehensive insurance plans: Health, Dental, and Vision Flexible Spending Account Flexible Vacation Policy
- Benefits and Perks: Remote-first company with hybrid offices in NYC & Miami Equity 401K Comprehensive insurance plans: Health, Dental, and Vision Flexible Spending Account Flexible Vacation Policy
Apply directly at Myprize →Create a free account for alerts like thisView Myprize immigration profile
This listing is sourced directly from Myprize's careers page and normalized into a canonical job model.