Senior Manager, Customer Operations
Asia +6
Full time
Hybrid
Compensation is not specified
Role
Operations Manager
Description
** About Us**
Immutable is a prominent global technology company specializing in Ethereum-based gaming platforms. Our mission is to revolutionize the gaming industry by reimagining gameplay experiences and discovery methods. Established in 2018, Immutable is among the fastest-growing Australian companies, reaching unicorn status swiftly and securing significant funding.
The Immutable Group comprises the Immutable Platform, the primary platform for constructing Ethereum-based games such as RavenQuest and Immortal Rising 2, and Immutable Games, a key player in web3 game development and publishing, showcasing leading titles like Gods Unchained and Guild of Guardians.
Our vision is to actualize digital realms, and we are poised for substantial global expansion, aiming to become the fastest-growing gaming chain by 2024, with over 250 games in development – surpassing all previous years combined.
About The Role
We are seeking a dynamic leader to spearhead innovative customer experiences within Web3.
As a Senior Manager for Customer Operations & Strategy, you will be instrumental in shaping and scaling a state-of-the-art customer support network that caters seamlessly to individual gamers and major gaming studios. Your focus goes beyond operations; it involves constructing an AI-driven, technology-based ecosystem that delivers top-notch support services while driving operational efficiencies at scale.
In this role, you will leverage cutting-edge automation, AI models, and strategic frameworks to revolutionize customer engagement. Your influence will extend beyond support services – you will impact Immutable's customer landscape, fuel our growth trajectory, and help pioneer new standards in Web3 gaming.
This position is more than just a job – it is a chance to make a defining career impact at the crossroads of Web3, gaming, and customer service. Are you ready to co-create the future with us?
Key Responsibilities
- Implement and manage Immutable's diverse operational technology stack to enhance efficiency and customer satisfaction utilizing AI technologies
- Formulate data-driven strategies to enhance the customer journey, leveraging analytics to identify patterns and areas for enhancement
- Fine-tune processes to optimize customer experiences through automation, thereby reducing operational costs
- Lead strategic initiatives that boost customer engagement, retention, and revenue across Immutable's ecosystem
- Deliver strategic insights to steer product and feature prioritization, ensuring alignment with business objectives
Desired Qualifications
- Minimum of 5 years of experience in operational and strategic roles within cutting-edge technology platforms
- significant background in consulting or strategy, particularly within customer experience transformation, operational strategy, or technology implementation
- Proven expertise in system administration and configuration of customer platforms like Zendesk, Intercom, Salesforce, or HubSpot
- Strong analytical skills and process mapping competencies to build data-driven customer journeys
- Demonstrated project management skills, including leading complex initiatives and collaborating with diverse stakeholders
- Proactive, action-oriented mindset, with a talent for identifying opportunities and iterating swiftly based on feedback
- Strategic thinker adept at balancing customer experience with commercial objectives
Bonus Requirements
- Experience in the gaming industry or keen interest in Web3 technology
- Background in utilizing AI models for customer support and operational efficiencies
At Immutable, we offer a comprehensive benefits package that supports our employees worldwide, including competitive salaries, Employee Stock Options, insurance coverage, flexible working arrangements, various allowances, professional development opportunities, well-being support, parental leave benefits, and a commitment to fostering diversity and inclusivity in the workplace.
Skills Required
Immutable
Website
www.immutable.comCompany size
Not specified
Location
United States
Description
Immutable is a global leader in gaming on a mission to bring digital ownership to every player by making it safe and easy to build great web3 games.
Tarta Games
Game Balance/Numerical Designer
Shanghai, China
Shanghai, China
Full time
Remote
Responsibilities:
Design and adjust the numerical systems for Web3 event-related products, including event points, prize tiers, lottery drop rates, viral referral setups, NFT-related values, and coordination of in-game and on-chain assets to ensure game balance and playability.
Collaborate closely with the development and design teams to create numerical design plans and follow through on their implementation.
Analyze player data and feedback to continuously optimize event and game numerical systems and economic models.
Participate in the balance testing of events and game content, making timely adjustments to the numbers in response to player behavior and market shifts.
Design and adjust the virtual economy within the game, including currency, items, rewards, etc., in line with the game’s operational strategy.
Create and maintain documentation for numerical design to ensure clear understanding and collaboration within the team.
Requirements:
2+ years of experience in game or event numerical design, with a track record of successful projects preferred.
Familiar with the game and event development process, possessing systematic thinking skills to balance both the fun and commercial needs of the game.
Strong understanding of mathematics and data analysis, with the ability to use tools for numerical simulation and optimization.
Bilingual in English and Chinese, able to communicate and collaborate effectively within an international team.
Strong team collaboration spirit and a high sense of responsibility, able to work efficiently under pressure.
Design and adjust the numerical systems for Web3 event-related products, including event points, prize tiers, lottery drop rates, viral referral setups, NFT-related values, and coordination of in-game and on-chain assets to ensure game balance and playability.
Collaborate closely with the development and design teams to create numerical design plans and follow through on their implementation.
Analyze player data and feedback to continuously optimize event and game numerical systems and economic models.
Participate in the balance testing of events and game content, making timely adjustments to the numbers in response to player behavior and market shifts.
Design and adjust the virtual economy within the game, including currency, items, rewards, etc., in line with the game’s operational strategy.
Create and maintain documentation for numerical design to ensure clear understanding and collaboration within the team.
Requirements:
2+ years of experience in game or event numerical design, with a track record of successful projects preferred.
Familiar with the game and event development process, possessing systematic thinking skills to balance both the fun and commercial needs of the game.
Strong understanding of mathematics and data analysis, with the ability to use tools for numerical simulation and optimization.
Bilingual in English and Chinese, able to communicate and collaborate effectively within an international team.
Strong team collaboration spirit and a high sense of responsibility, able to work efficiently under pressure.
Tarta Games
Frontend Engineer
Shanghai, China
Shanghai, China
Full time
Remote
Responsibilities:
Develop and optimize Web3-related front-end features, ensuring responsiveness and compatibility across user interfaces.
Collaborate with UI designers to transform design mockups into high-quality front-end code.
Ensure front-end code maintainability and scalability, with continuous optimization and refactoring.
Work with back-end developers to integrate and display Web3 data and functionalities.
Stay updated on front-end technology trends to continuously improve and streamline the development process.
Requirements:
Proficient in HTML, CSS, JavaScript, and front-end frameworks such as React or Vue.js.
2-3 years of front-end development experience with Web3-related products.
Knowledge of the gaming industry and user experience design, with the ability to develop highly interactive and visually appealing interfaces.
Bilingual in English and Chinese, able to communicate efficiently with designers and development teams.
Nice to have:
Familiarity with anime culture, with the ability to understand and cater to the target user base.
Develop and optimize Web3-related front-end features, ensuring responsiveness and compatibility across user interfaces.
Collaborate with UI designers to transform design mockups into high-quality front-end code.
Ensure front-end code maintainability and scalability, with continuous optimization and refactoring.
Work with back-end developers to integrate and display Web3 data and functionalities.
Stay updated on front-end technology trends to continuously improve and streamline the development process.
Requirements:
Proficient in HTML, CSS, JavaScript, and front-end frameworks such as React or Vue.js.
2-3 years of front-end development experience with Web3-related products.
Knowledge of the gaming industry and user experience design, with the ability to develop highly interactive and visually appealing interfaces.
Bilingual in English and Chinese, able to communicate efficiently with designers and development teams.
Nice to have:
Familiarity with anime culture, with the ability to understand and cater to the target user base.
Tarta Games
UI/UX
Shanghai, China
Shanghai, China
Full time
Remote
Responsibilities:
Responsible for designing and creating the company’s game website (using Figma), including overall page layout, interaction design, and visual elements.
Design and create various event and promotional graphics, as well as social media ads, with creative designs tailored to the game's features and target audience.
Collaborate with product release needs to create art assets required for operations, promotions, and advertising.
Requirements:
1-2 years of industry experience with a strong sense of aesthetics.
Sensitive to the developments and trends in the gaming industry.
Comprehensive knowledge of design principles, strong communication skills, and a high level of responsibility and execution capability.
Nice to have:
Basic hand-drawing skills.
Experience working on visual promotions for anime-style games.
Independently led complete design projects.
Proficient in various design software, with a strong sense of visual expression; experience with C4D and Unreal Engine is a plus.
Responsible for designing and creating the company’s game website (using Figma), including overall page layout, interaction design, and visual elements.
Design and create various event and promotional graphics, as well as social media ads, with creative designs tailored to the game's features and target audience.
Collaborate with product release needs to create art assets required for operations, promotions, and advertising.
Requirements:
1-2 years of industry experience with a strong sense of aesthetics.
Sensitive to the developments and trends in the gaming industry.
Comprehensive knowledge of design principles, strong communication skills, and a high level of responsibility and execution capability.
Nice to have:
Basic hand-drawing skills.
Experience working on visual promotions for anime-style games.
Independently led complete design projects.
Proficient in various design software, with a strong sense of visual expression; experience with C4D and Unreal Engine is a plus.
Tarta Games
Global Community Manager
Shanghai, China
Shanghai, China
Full time
Remote
Responsibilities:
Create, develop and execute the community strategy in alignment with the game’s goals
Work hand-in-hand with marketing to ensure community activities are fully integrated
Own the creation and distribution of engaging, high quality community content
Explore and drive the development of innovative new forms of community content
Understand trends within the community and provide the team with insights
Represent our players within the team and the rest of the company
Manage a global team of external community managers and creative partners
Attract, build & manage strong relationships with existing and new content creators
Regularly track & report on community metrics
Use data to assess and improve the performance of community activities
Requirements:
2+ years of hands-on Community Management experience in the gaming industry
Experience in Building Specific Communities for New Game Launches (Web2/Web3):
Proven track record of building and managing online communities around new game launches, including both Web2 and Web3 games.
Demonstrated success in community engagement and growth with specific examples of community traffic, user engagement, and data figures (e.g.user activity, traffic statistics, retention rates).
Quick thinker with strong organizational and execution abilities.
Exceptional writing skills (native/near-native in English)
Passion for Tarta games (and anime games in general)
Experience addressing difficult situations within the community when required
Experience with social media management and discord/telegram tools
Experience working with content creators and creative agencies
Ability to work independently without guidance
Nice to have:
Any experience in other marketing disciplines and/or content creation
Excitement and/or experience with gaming/NFT projects and collaborations
ACG/anime enthusiast
Interest and/or experience with anime/ARPG type of games
Existing knowledge of YouTube, Insta, Reddit, X, Discord, Telegram
Create, develop and execute the community strategy in alignment with the game’s goals
Work hand-in-hand with marketing to ensure community activities are fully integrated
Own the creation and distribution of engaging, high quality community content
Explore and drive the development of innovative new forms of community content
Understand trends within the community and provide the team with insights
Represent our players within the team and the rest of the company
Manage a global team of external community managers and creative partners
Attract, build & manage strong relationships with existing and new content creators
Regularly track & report on community metrics
Use data to assess and improve the performance of community activities
Requirements:
2+ years of hands-on Community Management experience in the gaming industry
Experience in Building Specific Communities for New Game Launches (Web2/Web3):
Proven track record of building and managing online communities around new game launches, including both Web2 and Web3 games.
Demonstrated success in community engagement and growth with specific examples of community traffic, user engagement, and data figures (e.g.user activity, traffic statistics, retention rates).
Quick thinker with strong organizational and execution abilities.
Exceptional writing skills (native/near-native in English)
Passion for Tarta games (and anime games in general)
Experience addressing difficult situations within the community when required
Experience with social media management and discord/telegram tools
Experience working with content creators and creative agencies
Ability to work independently without guidance
Nice to have:
Any experience in other marketing disciplines and/or content creation
Excitement and/or experience with gaming/NFT projects and collaborations
ACG/anime enthusiast
Interest and/or experience with anime/ARPG type of games
Existing knowledge of YouTube, Insta, Reddit, X, Discord, Telegram
Tarta Games
Marketing Manager
Shanghai, China
Shanghai, China
Full time
Remote
Responsibilities:
Responsible for the daily operations of SpotZero, including social media management, activities, and data.
Create, schedule, and manage engaging and informative content that reflect our brand's values and appeal to our target audience. Make memes, videos, tutorials or host giveaways; we love experiments!
Stay up-to-date with the latest tech, development, and social media trends to ensure our content is relevant and engaging.
Collaborate with our marketing and product teams to align social media campaigns with overall brand strategy and marketing objectives.
Engage with folks, respond to timely queries, and monitor customer reviews.
Analyze performance metrics to understand the effectiveness of your content and strategies, and adapt accordingly.
Requirements:
2-5 years of experience in the gaming industry, with an understanding of growth and traffic to market, a data-driven and method-driven mindset.
Strong writing and communication skills, with the ability to craft content that is both informative and engaging.
Exceptional writing skills (native/near-native in English).
A good sense of humor and the ability to create content that is both entertaining and educational.
Familiarity with Twitter and other social media platforms, as well as tools for scheduling posts, analyzing engagement, etc.
Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
Nice to have:
Excitement and/or experience with gaming/NFT projects and collaborations
ACG/anime enthusiast
Interest and/or experience with anime/ARPG type of games
Existing knowledge of YouTube, Insta, Reddit, X, Discord, Telegram
Responsible for the daily operations of SpotZero, including social media management, activities, and data.
Create, schedule, and manage engaging and informative content that reflect our brand's values and appeal to our target audience. Make memes, videos, tutorials or host giveaways; we love experiments!
Stay up-to-date with the latest tech, development, and social media trends to ensure our content is relevant and engaging.
Collaborate with our marketing and product teams to align social media campaigns with overall brand strategy and marketing objectives.
Engage with folks, respond to timely queries, and monitor customer reviews.
Analyze performance metrics to understand the effectiveness of your content and strategies, and adapt accordingly.
Requirements:
2-5 years of experience in the gaming industry, with an understanding of growth and traffic to market, a data-driven and method-driven mindset.
Strong writing and communication skills, with the ability to craft content that is both informative and engaging.
Exceptional writing skills (native/near-native in English).
A good sense of humor and the ability to create content that is both entertaining and educational.
Familiarity with Twitter and other social media platforms, as well as tools for scheduling posts, analyzing engagement, etc.
Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
Nice to have:
Excitement and/or experience with gaming/NFT projects and collaborations
ACG/anime enthusiast
Interest and/or experience with anime/ARPG type of games
Existing knowledge of YouTube, Insta, Reddit, X, Discord, Telegram