Company Overview 🚀

Immutable is a prominent technology firm with a global presence, focusing on revolutionizing the NFT landscape on the Ethereum blockchain. Our goal is to establish the premier ecosystem for NFTs that empowers and recognizes users. Founded in 2018, Immutable has swiftly achieved unicorn status in Australia, having secured over AUD $300M in funding and attaining a valuation of AUD $3.5 billion.

The Immutable Group comprises the Immutable Platform, the preferred platform for developing and expanding web3 games on Ethereum, as well as Immutable Games, a top player in web3 game creation and publication, boasting renowned titles like Gods Unchained and Guild of Guardians.

We aim to bridge the gap between virtual and real worlds, with ambitious global expansion plans to solidify our position as the foremost NFT ecosystem.

Join us on this groundbreaking journey! 🚀

Responsibilities 🤔

The Head of Customer Operations will play a strategic role in enhancing the user experience for platform users and gamers. In this capacity, you will take charge of the entire user support process, leveraging novel solutions to resolve unprecedented challenges. Key duties involve devising strategies, implementing tools, processes, analytics, and resolution pathways.

Key to this role is fostering a seamless customer journey and aiding product, engineering, and design teams in prioritizing essential enhancements. You will play a pivotal role in advocating for the customer internally, helping enhance our product development approach to benefit partners and elevate the gaming experience for players.

As a senior leader, you will establish and evolve a highly skilled and diverse technical function, guiding your team’s growth within a rapidly expanding environment.

Your Key Responsibilities 🎮

• Develop a B2C and B2B2C customer strategy geared towards delivering premium user experiences.
• Translate your strategy into measurable targets, health metrics, and SLAs, leveraging data to drive informed actions within your team and with cross-functional partners. Continuously refine resolution processes to optimize cost and performance balance.
• Collaborate with various teams, such as Product, Engineering, and Design, to contribute insights and customer feedback for issue resolution.
• Extract significant insights from data and establish connections between PED and GTM teams, Games team, and developer relations.
• Oversee support interactions resolution through your team and operational framework, ensuring timely and effective solutions.
• Deploy and maintain support tools, emerging technologies, service providers, processes, and platforms to ensure consistent and high-quality support.
• Foster a culture of excellence, technical proficiency, customer-centricity, and innovation within the Customer Operations team.
• Implement strategies for attracting and retaining top-tier talent as organizational needs evolve.

Desired Qualifications 🤝

• Minimum of 5 years in operational roles at leading technology platforms, bonus for experience in technical products or gaming.
• Experience in building globally distributed teams.
• Excellent communication, interpersonal, and leadership skills, with a proven track record of identifying and resolving customer issues.
• At least 3 years of experience engaging with executive-level stakeholders.
• Strong problem-solving skills, with an analytical mindset and project management abilities.
• Detail-oriented individual capable of overseeing multiple tasks and projects simultaneously.
• Background in gaming or technology, particularly exposure to blockchain technology, is a significant advantage.
• Passion for gaming, preferably active participation in games during leisure time.

Benefits Snapshot 💸

We offer competitive global salaries, ESOPs, and various perks to our employees across the world. These include Medical and 401K insurance support for US employees and WFH allowance, among others.

Professional Development and Wellbeing Support 🌱

Immutable provides financial support for classes, courses, and events to promote employee growth. Additionally, free access to online courses through Udemy and health and wellbeing benefits.

Employee Wellness 💆🏽‍♀️

Employees receive an annual allowance for health and wellbeing plus 24/7 counseling services through our EAP Service. Additional perks include discounted rates with ClassPass and Breethe membership.

Leave & Special Programs 👨‍👧‍👦

New parents enjoy comprehensive leave options while employees benefit from additional annual leave, birthday leave, and support for IVF treatments.

Inclusivity Statement

Immutable focuses on nurturing an inclusive and diverse work environment, valuing every perspective and experience to drive our continued success. We are Circle Back Initiative Employer and aim to respond to all applicants.

Note to Recruitment Agencies

We already have this role covered internally, hence, unsolicited agency submissions are not accepted.

Join us in shaping the future of web3 gaming!

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