.Craft:Customer & Game Support Job Description:We are seeking an experienced and dedicated Automation Lead to join our Player Support team. As an Automation Lead, you will be responsible for designing, implementing, and maintaining automated solutions to enhance the efficiency and effectiveness of our player support operations.In this role, you'll be working closely with the Player Support leadership team and lead a team of two direct reports to collectively drive the automation initiatives.Your role within our Kingdom:Develop and implement automation strategies to optimise player support processes and workflows.Identify areas within the player support ecosystem that can benefit from automation, such as ticket routing, response templates, and data analysis.Design, develop, and maintain chatbots to streamline player interactions and resolve common queries efficiently.Lead a team of specialists to create, test, and deploy automation scripts and tools.Monitor and maintain existing automation solutions, ensuring they are up to date and functioning effectively.Analyse data and performance metrics to continually improve and refine automation processes.Stay up to date with industry trends and emerging technologies to incorporate the latest advancements into our automation efforts.Ensure compliance with data protection and security regulations, particularly in handling customer data.Mitigate traffic increases by proposing solutions and coordinating our team's responseMaintain and manage the service desk system by developing and updating our workflows. You will be administering our different configurations (triggers, automation, macros, views, custom fields, etc ... ), ensuring a seamless experience for players and business.Drive continuous improvement initiatives to build a scalable and efficient tool configuration. Deploy scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.Research and conduct experiments on new Zendesk products, including third-party apps. Prioritise projects based on cross-functional needs.Assist in developing training materials and training users on Zendesk.Skill to create thrills:At least 2 years of direct Zendesk administration experience.Familiarity with automation tools and platforms. Proven experience in chatbot development and implementation is a plus.Experience in dealing with data from numerous sources and analysing trends (Looker is a plus).Excellent communication and organisational skills, with the ability to present your analysis in a clear and unambiguous way. You are confident discussing trends and telling stories.Experience in customer service operations and understanding of day-to-day service levels.Creative problem-solving skills- you like to find solutions to problems.Highly professional and autonomous that deliver against their commitments despite constraints.Team Management experience. Foster teamwork and a positive working atmosphere.Stakeholder management skills
