Immutable is hiring a
Head of Customer Operations in China, Australia

Summary

The Head of Customer Operations will lead the end-to-end customer support for Immutable's platform users and game players, strategically improving their experience, contributing to product strategies, and building a world-class technical team. The company offers competitive salaries, benefits such as health insurance, remote work, flexible hours, and professional development opportunities.

Requirements

• Minimum of 5 years in operational roles in world-class technology platforms
• Experience building global, distributed teams
• Exceptional communication, interpersonal and leadership skills, and demonstrated track record of surfacing, rallying behind and resolving customer issues
• 3+ years working with executive-level stakeholders

Responsibilities

• Develop a world-class B2C (Platform products) and B2B2C (Game players) Customer strategy aimed at delivering a high-quality experience to all user groups
• Own the resolution of support interactions through your team and operating model, ensuring timely and effective solutions
• Implement and maintain support tools, emerging technologies, service providers, processes and platforms to ensure consistent, high-quality support
• Lead, mentor and inspire the Customer Operations team, fostering a culture of excellence, technical capability, customer obsession and innovation

Preferred Qualifications

• Open to particularly strong consulting profiles looking for high ownership and impact between customers and products
• Analytical mindset with strong problem-solving and project management ability
• Detail-oriented with the ability to oversee multiple tasks and projects simultaneously
• Experience in the gaming or technology industry, with exposure to blockchain technology being a significant plus
• Interest in gaming, ideally playing games actively in their spare time

Benefits

• We commit to paying globally competitive salaries and contributions & we share our products' success through Employee Stock Options. We also support our US Employees with Medical and 401K Insurance
• While we offer flexible working arrangements, we have an epic head office in the heart of Sydney and offer remote office hubs around the globe via a WeWork all-access pass
• We offer USD $500 WFH allowance to set up your home office and USD $600 per annum to put toward your internet and phone usage
• Up to USD $1,350 per annum for any classes, courses or events to support your growth and development
• Enjoy access to free online courses via Udemy
• USD $800 per year to put toward your health and wellbeing
• Get 24/7 access to unlimited counselling for you and your family when you need it through our EAP Service
• Monthly subsidy and discounted rate with ClassPass, including a 1-year free membership to Breethe
• New parents receive 12 weeks of paid leave in our gender-neutral offer. The birthing parent also gets an additional six weeks of leave for rest and recovery leading up to and after birth. We also offer Miscarriage Leave and extra leave for IVF treatments
• Enjoy 2 additional paid annual leave days at the end of the year and a paid day off for your birthday