Company Description

BTCgame.com is a groundbreaking online crypto casino platform that combines gambling with a unique and innovative experience. This platform allows users to play exclusive, brand-new games of chance available only on BTCgame, as well as traditionals like Poker, Roulette, Baccarat, Blackjack, Slots, Live Casino and more...
This is your chance to join the dream team behind a unique, innovative, game-changing online casino, crafted with years of hard work and dedication.

Role Description

The Director of Customer Experience and Community Management at BTCgame will be a full-time role responsible for overseeing all aspects of customer relations, including customer service, community engagement, and the social features of the platform. This includes setting chat rules, managing customer support teams, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Customer Service Management: Oversee the customer service team, ensuring timely and effective resolution of customer inquiries and issues.
• Community Engagement: Develop and implement strategies to foster a vibrant and engaged online community.
• Social Features Oversight: Manage the platform's social features, including chat functionality, user interactions, and content moderation.
• Policy Development: Establish and enforce chat rules, community guidelines, and customer service policies.
• Training and Development: Train customer service representatives and community managers to ensure high standards of service and engagement.
• Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement and implement changes accordingly.
• Collaboration: Work closely with other departments, including marketing, technology, and operations, to ensure a cohesive customer experience.

Qualifications

• Experience: At least 7 years of professional experience in customer service, community management, or a related field, preferably within the gaming or online entertainment industry.
• Education: Bachelor's or Master's degree in Business Administration, Communications, or a related field.
• Leadership: Proven leadership skills with experience in managing and developing high-performing teams.
• Technical Proficiency: Familiarity with customer service software, community management tools, and social media platforms.
• Communication: Exceptional verbal and written communication skills.
• Problem-Solving: Strong problem-solving and analytical skills.
• Adaptability: Ability to thrive in a fast-paced and dynamic environment.
• Strategic Thinking: Strong strategic thinking and planning skills to drive customer engagement and satisfaction.

Personal Attributes

• Empathetic: Able to understand and address customer needs and concerns.
• Collaborative: Excellent teamwork and collaboration skills.
• Innovative: Able to develop and implement innovative customer engagement strategies.
• Detail-Oriented: Meticulous attention to detail to ensure high-quality customer interactions.
• Adaptable: Flexible and open to change, able to thrive in a fast-paced and dynamic environment.

Additional Information

• Location: Hybrid role with a requirement to be on-site for key meetings, strategic discussions, training sessions, and events.
• Work Environment: Fast-paced and dynamic environment with huge opportunities for growth and advancement.
• Benefits: Competitive salary and benefits, including performance bonuses and annual salary increase.

Interview and Onboarding Process

The selection process for the Customer Experience Manager at BTCgame is designed to ensure we find the best candidate for our innovative platform. Here’s a brief overview:

• Application Review: Our team will shortlist candidates based on their experience and qualifications.
• Preliminary Interviews: Virtual interviews will be conducted to assess candidates' backgrounds and initial fit.
• Technical and Behavioral Assessments: Candidates' expertise will be evaluated through technical and behavioral assessments.
• Panel Interviews: In-depth discussions will be held with key members of the management team.
• Business Plan Integration: The names of the final chosen candidates will be included in the business plan.
• Final Approval: The final decision will be made by a team of shareholders and investors. Once all required positions are approved, the exact launch date and job start date will be announced.

Job Start Timeline

• Job Start Date: The official start date will be a few months after hiring the entire design team and securing the full investment, in early 2025.