More Community Manager Applications!
3 in 6 weeks, UK, AU and now CA.
Community Manager - North America / Santa Monica, CA
Sulake is a world leader in online interactive teen entertainment and social networking. Our flagship product, Habbo.com, has fast become THE destination online for teens to interact and play in a safe environment. We are currently seeking a Community Manager for Sulake North America, working from our offices in Santa Monica, California.
The Community Manager is primarily responsible for implementing Sulake online community guidelines and policies locally for Habbo.com and Habbo.ca, regarding customer care, moderation and online safety. S/he is also responsible for recruiting, training and managing a sizeable remote and on-site staff, consisting of Moderators and the Player Support team within the global guidelines
The ideal candidate should have:
• High level of computer and Internet skills, tech savvy
• 4-5 years of online community experience
• Team leading experience
• Excellent communication skills
• A diplomatic and patient character (ability to work with teens and parents!)
• Understanding of the local youth culture
• Fluent written and spoken English
• Customer service background
Key responsibilities include
• Manage in-house and remote customer service and moderation staff.
• Follow and implement all Customer services and moderation policies coming from Sulake Headquarters.
• Ensure that all customer complaints, refund requests, security incidents, as well as reporting of abuse and tech issues are handled by the community team per Sulake global policies.
• Maintain updated knowledge base (FAQ), customer service standard reply templates, word and content filters.
• Customer service tasks (picking up Calls for Help, problem resolution, troubleshooting, interacting with Habbos).
• Develop and implement safety education content for end users.
• Analyze and communicate end user feedback to Headquarters and North America teams.
• Track and provide reporting on community related performance indicators.
• Communicate with and respond effectively to North America customer base.
• Guide and educate North America team on community related issues, including COPPA rules and regulations.
• Provide support for payment promotions and payment related issues.
• Ensure all customer service/community related info published on the site is accurate, effective and up to date.
• Report and generate recommendations on payment methods.
http://www.sulake.com/careers/open_p...ns/view?id=230
