Head of Support
atImmutable
Dec 16
Our unique platform-as-as-service enables game developers to easily create and operate marketplaces where players can then buy, sell and trade “in-game assets” (e.g., skins, weapons and tools) with each other. By leveraging the Ethereum Blockchain, for the first time ever, players have true ownership and control over their in-game assets.
We are backed by top-tier investors including Naspers Ventures, Galaxy Digital, Apex Capital and Coinbase. With US$15m raised in venture funding, and over US$6m in revenue from our genesis sale we are very well positioned to leverage our first-mover advantage globally and make ownership of in-game assets go mainstream.
Our first title, Gods Unchained, is already the number one blockchain game in terms of players, revenue and secondary asset trading. In fact, Gods Unchained has issued more in-game assets than all other blockchain games, put together.. More games are set to join the platform in 2020.
That's where you come in...
About Us 🚀Immutable is a global technology company, powering the world of NFTs on Ethereum. We are on a mission to be the number one ecosystem for NFTs which empowers and rewards users. Founded in 2018, Immutable is one of the fastest Australian companies to reach unicorn status, having raised more than AUD $300M+ and having a valuation of AUD $3.5 billion.Currently, the Immutable Group consists of the Immutable Platform, the preferred developer platform for building & scaling web3 games on Ethereum, and Immutable Games, a global leader in web3 game development and publishing with leading titles Gods Unchained and Guild of Guardians.It is our ambition to make digital worlds real; we have incredible global growth plans as we strive to become the number one ecosystem for NFTs. Come and join us as we pioneer in this space! 🚀About The Role The Head of Support will play a crucial role in ensuring the success and satisfaction of Platform product users (e.g. Passport, Checkout) and Studio game players. This role requires a dynamic individual who can oversee and manage all player and user-facing support-related activities, including resolving technical issues and addressing inquiries to ensure a seamless customer experience. This role will play a critical role in distilling and sharing the voice of the customer internally, helping to upgrade our approach to building products that help partners achieve their goals and players have great experiences. As a senior leader, you will be building, leading and evolving a world-class technical function of highly skilled and diverse support team members. You will inspire and develop your team in a rapidly scaling environment.
You’ll Be Expected To
- Develop a world-class B2C (Platform products) and B2B2C (Game players) support strategy to deliver high-quality support to all user groups.
- Bring to life your strategy by building OKRs, health metrics, and SLAs, and use data to generate actionable insights for your team and cross-functional partners.
- Continually refine support processes, ensuring the balance of cost & performance is optimized.
- Work with many cross-functional teams, including our Product, Engineering and Design teams, directly contributing to their strategies by surfacing insights and customer anecdotes to solve issues.
- Identify the data-led signal from the noise and craft rituals between PED and GTM teams, our Games team, and developer relations teams.
- Oversee the resolution of support tickets, ensuring timely and effective solutions.
- Implement and maintain support tools, technologies, service providers, and platforms to enhance service delivery. This will include working with the Security team to resolve highly sensitive security risk issues, should they arise.
- Lead, mentor and inspire the support team, fostering a culture of excellence, customer obsession and innovation.
- Develop strategies to attract and retain top-tier support talent for the variety of roles required and design the organization as needs grow.
You’ll have:
- Minimum of 10 years of experience in customer support or service roles, with at least 5 years managing teams.
- B2B2C experience preferred - must have a track record of dealing with high-volume interactions and confidential issues that can impact security.
- Experience building global, distributed teams.
- Exceptional communication, interpersonal and leadership skills, and demonstrated track record of surfacing, rallying behind and resolving customer issues.
- Proficient in support tools, knowledge bases, platforms and processes.
- Analytical mindset with strong problem-solving and project management ability.
- Detail-oriented with the ability to oversee multiple tasks and projects simultaneously.
- Experience in the gaming or technology industry, with exposure to blockchain technology being a significant plus.
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