Customer Service Lead

Zynga develops, markets, and operates social games as live services played on the Internet, social networking sites, and mobile platforms in the United States and internationally. It offers its online social games primarily under the Slots, Words With Friends, Zynga Poker, and FarmVille franchises. The company’s games are accessible on mobile platforms, Facebook, and other social networks, as well as Zynga.com. It also provides advertising services to advertising agencies and brokers.

You will be responsible for daily operations and execution for all ongoing Support Operations. This role will have responsibility of defining and maintaining service levels, measuring and improving player satisfactions, team management, and vendor operations management. The successful candidate will be a game expert for a selection of assigned Zynga game titles and will support our Studio partner groups in the delivery of player facing information exchange. The position will require the skill to build and maintain an integrated relationship with Studio partner groups and other internal teams based throughout our Global Operations, while ensuring an excellent Customer Support Experience for our players. A passion for gaming and delivering the highest standards of support are a must! Responsibility for the motivation and leadership of all team members also lies with the Service Delivery Manager. You should be comfortable working in a very fast paced environment, where change happens at a rapid pace.

* Strategic Player Support Guidance for our Studio Partners * Manage the information delivery for Monthly Business reviews and partner closely with Service Relationship Managers to improve game quality * Tactical application of best practices, proven strategies, and product implementation * Implementation and adherence, and direct management of our Player Support Service Catalog * Manage the creation and delivery of information exchange with our Experience Service Managers * Management of vendor support operations, including training, quality control, and performance calibrations * Daily analysis and reporting of player facing game issues; including in-depth analysis of feedback from player satisfaction and driving game improvements with our studio partners * Management of Game-Specific Support Strategies in conjunction with our Player Support Team(s) * Manage the Service Delivery of Multiple game titles * Be an advocate and an expert in the games your team is supporting and act as a point of contact for your team in game related questions. * Identification and Escalation of emerging/trending game bugs and coordination with Studio Partners and Experience Service Managers for expedited resolutions * Manage, support, and advise partner sites supporting Zynga games on best practices. * Maximize consumer satisfaction and assist team in solving issues in a way that balances the needs of the consumer and the business. * Actively participate in, and manage projects which improve the overall performance and quality of our service offerings * Develop and recommend service and process changes * Review Vendor team performance and ensure they are calibrated on Zynga policies and procedures, as well as new game updates based on all available reporting - regularly provide feedback to management team on findings and progress. * Deliver coaching to Vendor and other developmental activities that are tailored to the needs of the individual. * Ensure a healthy, motivated and positive team environment, addressing issues and providing feedback where necessary in a timely manner. * Be a role model by adhering to and living our company values – lead by example.

* Passion for gaming and customer service – knowledge on our current games an absolute advantage. * Experience in online gaming environment desired * Experience supervising customer care teams * Experience supervising teams in a multi-cultural environment * Adaptability and the ability to work in a high paced environment * Excellent verbal and written communication skills * Must be self motivated and have strong organizational skills * Excellent people management and time management skills * Experience working cross-functionally across many groups in the company * Must be dependable and posses strong leadership skills * Able to conduct analysis of statistical information; Excel experience a must * Minimum of two languages required - English is a must (preferably in Spanish, French, Italian, German) Language requirement is for EMEA only. * Experience using CRM tools * Proficiency in MS Office required * Some travel may be required * Ability to work flexible hours and to work using own initiative * Ability to work well under pressure and get things done * Degree preferred