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 them
  • Identifying 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