Operational Support Lead

Full Time @Decentraland in Operations

Job Description

The Platform
Decentraland is the world’s first fully decentralized, Ethereum blockchain-based virtual world, built, governed, and owned by its users. It’s a truly unique ecosystem with its own decentralized autonomous organization, currency, marketplace, and system of property – and it’s growing fast!
New creations are added daily by creators who use proprietary developer tools to make games, puzzles, scenes, artworks – whatever their imaginations allow. Via their personal avatars, users attend live music events, conferences, exhibitions, dance parties and other experiences every day of the year.
What began as a proof-of-concept for assigning ownership of digital real estate to users of a blockchain is now an immersive, ever-expanding, and richly detailed metaverse, where anything is possible.
The Challenge
We are currently looking for an Operational Support Lead to join our Player Support & Moderation team at DCL. Responsibilities will include collaborating closely with our support teams and outsource partners to ensure that our player support services are performing to our expectations and meeting our KPIs.  This role is also responsible for assessing data, reporting, and change management within our support team.
We are looking for someone who is enthusiastic about providing great support, thrives in fast moving environments, has strong communication skills, and is data focussed in order to manage and improve our support KPI’s.
In this role you will work with various internal teams and outsource service providers, communicating across multiple locations throughout the world.
This challenging role brings a unique opportunity to have a fundamental impact on our player experience and contribute to shaping a new and dedicated player support team at Decentraland.
Responsibilities
• Ensure the smooth running of our player facing support services across a number of support tools, including chat, Discord, and other social media platforms.
• Build and maintain close working relationships with our outsource service providers and internal support teams to ensure our support is fully optimised and resourced.
• Contribute to team and wider OKRs to implement and project-manage processes that improve our efficiency and improve our player support offering.
• Compile regular KPI/performance reporting and scrutinize partner data.
• Review support data to uncover trends, identify improvement opportunities, and recommend improvements for our processes and tools.
• Participate in player support MBR/QBR sessions with internal & vendor partner teams to drive consistent service improvements and increase quality.
• Contribute to running RFPs for new support tools and providers.
Qualifications
• Experience working in a similar role within player support/customer service previously and comfortable with traditional and emerging support channels
• Expert in defining and understanding support KPIs and related dependencies
• Experienced working with outsource service providers and service delivery
• Strong project management and process improvement skills
• Analytical with the ability identify trends and provide actionable recommendations
• Excellent communication skills and experience collaborating with other teams
• Strong understanding of support service principles and user centric
• Good organization and time management skills
• Willingness to go that extra mile to support the wider team and our users
Perks
• Fully remote team with flexible working hours.
• 29 annual PTOs.
• Long term incentive of tokens, vested across a 4-year period.
• Additional tokens linked to performance reviews every semester.
• Brand new equipment for remote work, including laptop, monitor and chair.