Web 3 Gaming Support Operation Executive

About GamingVault

At GamingVault, we are reimagining the future of gaming by empowering players with true ownership of their in-game assets and bringing profits back to gamers. We work with household names in the industry and collaborate with industry-leading games to create a sustainable, player-focused ecosystem. Our platform leverages cutting-edge technology, including ERC520 semi-fungible tokens, to ensure that in-game assets grow, evolve, and maintain their value across games and platforms. Join us in building a gaming environment where the time and effort you invest into your favorite games becomes a lasting legacy.

Job Overview

We are seeking a Support Operations Executive who is passionate about gaming and blockchain technology to help deliver a seamless experience for our users. The ideal candidate will be responsible for ensuring that all customer inquiries and operational support requests are resolved efficiently and professionally. You will also work to improve the speed, quality, and workflows of the support team, ensuring customer satisfaction and operational excellence.

This role requires someone who can collaborate across teams, analyze workflows, and implement innovative solutions to improve overall service delivery. You will work closely with the Operations Manager and other departments, including product and tech, to ensure that support operations align with broader company objectives.

Key Responsibilities

• Customer Support Management: Serve as the first point of contact for customer inquiries and issues related to GameVault’s platform. Manage and respond to support tickets and resolve them efficiently.
• Operational Support: Coordinate with internal teams (product, tech, and ops) to resolve platform issues and ensure that any bugs or operational challenges are addressed swiftly.
• Tool Building and Workflow Optimization: Specify and build tools to improve the speed and quality of customer support. Analyze existing support workflows and make recommendations to enhance efficiency and effectiveness.
• Cross-Functional Collaboration: Work closely with product teams to provide input on product changes related to customer service. Assist in the design and rollout of new support channels and service offerings.
• Team Scheduling and Management: Manage team members' schedules based on customer demand and ensure that adequate support is available during peak times.
• Standard Operating Procedures (SOPs): Develop and maintain SOPs to improve cross-functional collaboration and ensure a consistent, high-quality customer service experience.
• Performance Reporting: Prepare performance reports by collecting and analyzing data from customer service functions. Use insights to drive continuous improvement in service delivery.
• Obstacle Removal and Problem Solving: Identify obstacles preventing the delivery of high service levels and implement solutions to resolve them.
• Forecasting and Budgeting: Assist in forecasting and budgeting for the customer service function. Track performance against budgeted targets to ensure financial discipline.
• Support and Change Management: Guide the customer service team through required changes, ensuring smooth adaptation to new processes or system updates.
• Alignment with Company Goals: Work closely with the Operations Manager to ensure customer service supports broader company goals and objectives.

Qualifications

• Diploma or higher in Business, IT, Customer Service, or a related field.
• 1-2 years of experience in event operations and customer service, with strong customer service skills and operational background.
• Strong interest in blockchain, NFTs, and the crypto industry.
• Proven ability to problem-solve with out-of-the-box thinking and implement innovative solutions to everyday problems.
• Team player with strong communication skills, able to build relationships with both colleagues and customers.
• Experience with customer service tools (e.g., Zendesk, Freshdesk) and ticketing systems.
• Excellent PowerPoint presentation design skills and ability to communicate complex information clearly and effectively.
• Bilingual: Fluent in both English and Mandarin (preferred but not required).
• Adaptable to a rapidly changing environment, with a “can-do” attitude and a cheerful personality.
• Strong organizational skills and attention to detail.
• Experience in data analysis and reporting, with the ability to use metrics to drive improvement.
• Preferred experience with higher-standard operational skills.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a cutting-edge Web3 gaming platform and a team of industry leaders.
• A chance to grow your career in the gaming and blockchain industries.
• Collaborative and inclusive work environment with a focus on continuous improvement.