Customer Experience Team Lead

Customer Experience Team Lead
Hybrid
Toronto,CAN
www.vgw.co

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our Customer Support team in Toronto and are currently looking for a Customer Experience Team Lead to join the team. 

In this role you will mentor and guide the customer experience team in sustainable player retention, advanced problem-solving, and relationship building. 

Key responsibilities will include:

• Effectively manages the activities of the customer experience specialist and by proxy, all of their 2000+ players. 
• Guides the team with department practices and well-defined management precedents.
• Ensure compliance to various mandates across other business units such as Responsible Social Gameplay, Anti-Fraud, and AML. 
• Appropriately identify high-risk cases for further escalation to specialist teams including Legal/Disputes, RSG, AML, MLRO & Anti Fraud.

What you will bring to the role:

• Customer service experience of 5+ years or experience supporting an Account Manager at a coordinator level.
• Experience interacting with customers online, ideally via Salesforce or Zendesk.
• Demonstrated understanding of building relationships with customers.
• Strategic with time management, able to distinguish between what is important and what is urgent.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co 

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required.  

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