Customer Experience Director

5 days ago

Seattle, Washington, United States FlowPlay Full time

The Director of Customer Experience at FlowPlay is a leadership position responsible for overseeing all aspects of customer service operations across our social casino platforms and our new Real Money Gaming (RMG) online casino product. This role requires exceptional leadership skills, strategic vision, and the ability to build and manage large-scale customer service operations.

This position plays a crucial role in shaping the overall customer experience strategy, driving customer satisfaction, and supporting business growth. The Director will lead the development and implementation of a 24/7, 365 remote call center, ensuring seamless customer support for our expanding product lines.

This role is a hybrid one based in our downtown Seattle office, and office-based staff are expected to work in-office on Monday and Wednesday, and remotely on other days.

Key Responsibilities
  • Oversee and provide strategic direction for all customer service operations, including social casino platforms and our upcoming Real Money Gaming online casino product
  • Develop and implement the strategy for building and managing a 24/7 remote call center to support an RMG product
  • Lead the hiring process for new customer service roles, including developing job descriptions, conducting interviews, and making final hiring decisions
  • Manage and mentor the Manager of Customer Experience on the Social Casino side, and hire and manage two supervisors on the RMG side
  • Develop and implement customer service policies, procedures, training and best practices for both social casino and Real Money Gaming products
  • Collaborate with Leadership team members and other department heads to align customer service strategies with overall business objectives and to resolve customer issues
  • Analyze customer service metrics and feedback to drive continuous improvement in service quality and operational efficiency
  • Manage customer service budgets, resource allocation, and workforce planning across all product lines
  • Stay informed about industry trends, regulations (particularly in Real Money Gaming), and innovations in customer experience management
  • Identify problem gambling signs and assist customers with providing information to get them assistance
  • Ensure compliance with all relevant regulations and responsible gaming practices in customer service operations
  • Drive the adoption and optimization of customer service technologies and tools
  • Manage vendor relationships related to customer service operations, identifying customer and team needs and recommending solutions
Performance Expectations
  • Successfully build and launch the 24/7 remote call center for our new Real Money Gaming product
  • Provide the required daily, weekly, monthly, and annual reports for regulated markets
  • Consistently improve customer satisfaction scores and player retention rates across all products
  • Meet or exceed targets for customer service KPIs (e.g., response times, resolution rates, CSAT scores)
  • Successfully lead and develop the Customer Experience team, improving skills and performance at all levels
  • Demonstrate innovative approaches to player engagement and community building
  • Effectively manage resources to balance quality service with operational efficiency
  • Ensure seamless integration of customer service operations between social casino and Real Money Gaming products

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