What you will do: -Serve as the CS product owner for one or more Scopely games -Deliver actionable insights on CS contacts to cross-functional teams -Coordinate with Quality Assurance and Product teams to identify and resolve game bugs -Review product specifications and roadmaps to anticipate and plan for support needs -Responsible for the self-service efficacy of FAQ content in all assigned products -Monitor CS KPIs and SLAs to quickly identify and drive action on trends -Develop CS processes and procedures for products under your purview -Keep support teams up to date on game content and provide training material as needed -Review performance of support representatives, and provide feedback for improvement -Address ticket escalations as needed