Barter Tech - Customer Retention & Operations Manager

COMPANY OVERVIEW :

Barter Tech (https://www.barter.tech/) is a leading IT services and consulting firm, specializing in development of blockchains, decentralized applications, payment gateways, games, etc. and helping global organizations manage their product development, marketing, IT infrastructure and scale their operations efficiently. It is founded by IIT, IIM & ISB alumni who have worked in building scalable technology and data-driven products for multiple startups across industries and have cumulative experience of 30+ yrs.

We are seeking a results-driven and experienced individual to lead customer retention and customer operations for a global online-gaming platform. This role entails handling everything related to customer's lifecycle post-acquisition. It's a critical role at the intersection of customer engagement & retention, customer support, fraud & risk management and payments. A deep understanding of player behaviour and the broader gaming industry is essential to excel in this role.

Joining us is a great career move! You'll take full ownership of your workstream and have the creative freedom to implement your ideas. You'll also receive weekly feedback on your work and always know what it takes to get to the next level.

JOB RESPONSIBILITIES:

- Design and execute player engagement & retargeting strategies, design promotion campaigns and loyalty programs.

- Manage customer relationship across multiple touchpoints and communication channels such as email, chat, SMS, etc.

- Build and manage a responsive, friendly, and efficient customer support team to resolve customer grievances 24x7.

- Measure and analyse key metrics: retention rate, churn, profitability, SLAs, response times, etc. and optimize them to achieve targets.

- Oversee the smooth functioning of the platform including game availability, rewards and payments.

- Handle VIP players, escalated tickets, and complex account issues with empathy and speed.

- Implement and optimize processes for KYC, AML and fraud prevention.

SKILLS REQUIRED (Must-have):

- Minimum 1 years of full-time and relevant experience in customer retention and operations roles.

- Should have used Marketing automation tools such as Hubspot, Webengage, Customer.io, etc.

- Must be hands-on with advanced MS Excel. Have strong analytical skills and a data-driven mindset.

- Experience managing customer queries, coordinating with multiple teams and working in a dynamic startup environment.

ROLE DETAILS :

Selection process: Assignment and Interview rounds (2-4 rounds)

Location: Bangalore (from office) or Remote (work from home)

Type: Full-time | Probation: 3-6 Months

Schedule: 6 days a week, as per EU time zone

Compensation: Fixed + Variable

Joining: Immediate joiners would be preferred