Head of Customer Service

Shape the future of mobile gaming with us - find out more about Hatch and our working culture.

We have ambitious goals to grow HATCH user base and keep the users satisfied within our service and also improve the product, user experience and customer satisfaction with the help of customer feedback and well managed customer care processes. And that’s exactly why we’re looking at you! Your job is to ensure our customers and subscribers are getting the best possible service. You will work as a part of marketing organization and report to our Head of Marketing at Hatch.

You have solid experience on running successful customer service operations in B2C market, preferably in gaming or software area. You will start very hands-on and will be building the international customer care function from ground up. You are familiar with tiered support models and working with outsourced customer care companies, in international environment. You are obsessed about customer experience and do everything to keep customers satisfied and get excited when you can help make the service better with customer feedback.

This is a role where you can define your position and there’s room to grow.

YOUR MAIN TASKS ARE:

  • Develop and implement a customer service process and practice for an entire organisation.

  • Finding ways to measure customer satisfaction and constantly improve services based on results.

  • Developing processes for gathering feedback from Hatch customers and improving the product & user experience based on the gathered feedback across all channels from app stores to social media and dedicated support channels.

  • Creating & managing a program for most loyal customers to improve customer satisfaction, product and user experience and rewarding most loyal customers

  • Recruit or outsource and manage a team of customer service staff in various regions.

  • Handling direct enquiries and feedback from customers, solve customers problems and make their lives easier.

  • Investigating and solving customers' problems & handling customer complaints or any major incidents in collaboration with development and other teams.

  • Producing documented guidance ie. FAQ:s and user guides and Videos for customers.

  • Training staff to deliver a high standard of customer service.

WHAT WE’RE LOOKING FOR:

  • Experience on building and or managing a customer service organization in gaming or consumer software.

  • Experience on building and or managing customer feedback & loyalty processes

  • Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other team members.

  • Problem-solving skills

  • Proactive and innovative approach to everything you do.

  • High-energy level and positive attitude.

  • An ability to work well under pressure

  • Native-level English language.

  • Organisational and planning skills to develop customer service policies.

WE GOT YOUR BACK BY OFFERING GREAT BENEFITS!

If you feel you’ve got what it takes – Super! - Please send your cover letter and CV/LinkedIn profile right away to careers@playhatch.com (subject line: “I want to be your Head of Customer Service”).

In case you have any questions about the position or Hatch, please send an email to our Head of Marketing, Lassi Nummi (lassi.nummi@playhatch.com) (subject line: “About an open position”).

Amanda Ristalahti