Senior Director, Customer Support

3 days ago

Jakarta, Indonesia Coda Payments Full time

**What We Do**

At Coda, we break down barriers between publishers and their audiences by thinking outside of the app. Coda is trusted by 300+ top digital content publishers - including industry giants Activision Blizzard, Bigo, Electronic Arts, Riot Games, and Zynga - to grow revenue, profit margins, and customer engagement in 60+ markets with ease. For publishers, this means less lift, more players and more payers. For players, Coda’s solutions allow them to pay for play their way.

Our winning formula? A laser-focused, pragmatic attitude coupled with an unwavering commitment to excellence. We are customer-centric, creative, and solution-oriented, always delivering to our users the top-tier entertainment content they want at competitive prices.

If you’re ambitious, bold and ready to take your career to the next level, get in touch

**Customer Support at Coda**

Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support.

To excel in our team, you should be a people person with superb communication skills, a natural team player, and a problem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do.

**Responsibilities**:

- Lead a high-performing, data-driven, efficient global customer support team that supports Coda’s enterprise and consumer customers in more than 60 countries and 20 languages
- Refine, monitor and elevate our policies, procedures and metrics (e.g. NPS, CSAT, etc) to ensure that our Codashop customers and our publishing partners have a top-notch customer support experience.
- Partner with the product and global partnerships teams to relay customer needs, pain points, and experiences to drive product strategy, roadmaps, and prioritization.
- Implement and/or refine customer service processes and technology to drive improved efficiency and response times.
- Elevate our internal training programmes for the customer service team to deliver a phenomenal customer experience.
- Collaborate with Coda’s commercial, product, engineering, and marketing teams to monitor, track and report escalations for customer support issues and devise processes to ensure follow-up with unsatisfied customers, issue resolution, and customer satisfaction.
- Develop and manage the customer service budget and identify areas for cost-savings.
- Evaluate available AI tools and services and integrate appropriate tools into our customer support systems.
- Develop and refine internal training and development programs for all CS personnel; create a strong bench of managers within this function.

**Requirements**:

- At least 7 years of leadership experience in an organization with a strong reputation for providing outstanding customer service
- Excellent communication skills, with the ability to connect with Codans across cultures and levels
- Experience leading a globally dispersed customer support team that is proficient in omnichannel support tools
- Strong track record of being a creative and efficient problem solver, cross-functional collaborator, and strategic thinker in a fast-paced, culturally diverse environment
- Strong motivation and drive to elevate a high-performing 24/7 customer support team
- Experience with Zendesk, Chatbots, QA tools.

**Working at Coda**

Joining the Coda team means diving into a fast-paced, challenging, and exciting world. With Codans spread across over 30 countries around the world, our highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact.

If you have a passion for pushing boundaries, and thrive on continuous improvement through experimentation, we'd love to hear from you

**Our Perks**

**WFH Support**: Get a monthly allowance to cover your work-from-home expenses and keep you connected.

**Wellness Boost**: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Assistance Program - because you matter

**Customized Benefits**: Tailor your benefits with our flexible plan.

**Growth Opportunities**: Unlock your potential through clear progression paths.

**Skill Development**: Access training resources to fuel your personal and professional growth.

**Volunteer Time Off**: Enjoy paid time off to make a difference in the world through volunteering.

**Family Care**: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.
- Benefits are reviewed and updated on a yearly basis_

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disabil

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