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VIP Customer Service Specialist- Social Games

Product Madness is looking for our next VIP Customer Service Specialist to provide outstanding customer service to our very elite set of players. The VIP Customer Service Specialist will perform service focused outreach to targeted customers and responds to inbound support requests with end goals of retention and customer satisfaction. 

This role requires the ability to manage an assigned portfolio of customers for maintaining ongoing communication outreach and responsiveness determined for them via chat and other mediums. They are expected to understand and follow the process and procedural documentation in our Standard Operating Platform.


What You'll Do:

The primary functions of the VIP Customer Service is executional in nature and deeply rooted in providing excellent service and outreach to most valued customers. Their customer facing communication should meet and exceed quality and productivity standards set regarding:

- Knowledgeable

- Articulate

- Accurate

- Timely

- Reflective of Brand Voice

Additional assignments for outreach to players outside of player portfolio for growing VIP player base and re-engagement


Commitment to Quality:

Routinely test the company's games for both strong product knowledge and to identify issues affecting the customer experience.

Decipher, aggregate, and clearly document emergent issues from customer reports for escalation to appropriate internal parties and stakeholders.


What We're Looking For:

  • At least two years in a customer facing role previous experience, preferably interfacing with high value clientele
  • Ability to deliver exceptional customer service and build authentic relationships with the customer
  • Ability to provide clear and concise short reports representing their work, trending issues, and Player Voice
  • Multitasking, prioritization, ability to work independently at a high level of productivity


Education level:

Some college, preferably at least an Associates degree



  • Maintains composure and professionalism in high pressure customer facing interactions and other conflict settings
  • Builds relationship with the customer and acts as their champion within the organization - must be comfortable escalating problems quickly and through appropriate channels as needed
  • Sets high personal standards for own performance and accountability


Special Conditions of Employment:

Background checks, willingness/ability to work required shifts per schedule which may fluctuate

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