Peak

Customer Experience Lead

Job Description


Customer Experience is one of the most important aspects of any product since it is where we communicate directly with our users. Our Customer Experience purpose at Peak is simple - provide a top-notch experience to our millions of users everyday. We respond to all types of user concerns and requests with a warm and sincere approach, finding the best possible solutions by collaborating with other teams. 

We are looking for a Customer Experience Lead who has a natural ability to lead and a passion for providing a unique customer experience in a fast-paced tech environment.

Here’s what you’ll be doing


  • Owning the entire customer experience process with laser-focused attention to details
  • Both high-level and hands-on management of the whole customer experience process
  • Taking initiative on managing multiple priorities, while also providing great customer service to worldwide users
  • Ensuring that the team is working together seamlessly to provide an exceptional customer experience
  • Actively using our products in order to have expert-level knowledge about themIdentifying and analyzing issues, patterns, and trends in user requests
  • Analyzing our vast amount of customer data to discover potential improvement areas
  • Analyzing user structures, behaviors, and metrics to generate reports based on community feedback
  • Constantly reviewing and measuring the customer experience and observing where that experience can be improved
  • Working closely with other teams to ensure there is an effective feedback loop between our users and the product team
  • Communicating directly with our users about product updates, events and contests through our games’ social media accounts and fan-pages
  • Managing and motivating a dynamic team

Desired Skills and Experience


  • University degree
  • 8+ years of work experience
  • Data-driven and proactive approach to customer experience
  • Desire to find the best solution possible for user concerns and requests
  • Collaborative mindset - experienced in working with multi-functional teams

 

Working at Peak

  • Fast-paced environment with a tight-knit and collaborative culture.
  • Never-ending learning and development opportunities.
  • Relevant conferences abroad to stay up to date with the latest industry trends.
  • Team events and trips.
  • We support your personal and professional development with challenging projects and regular feedback.
  • Full health benefits.