Director of Customer Support and Trust & Safety, IMVU
Office located in Redwood City, CA
World's largest avatar-based social network
Job no longer available
World's largest avatar-based social network
201-500 employees
Job no longer available
Office located in Redwood City, CA
201-500 employees
Company mission
To spread the power of friendship by connecting people all over the world.
Role
Who you are
- 12+ years of experience in relevant fields such as Customer Support, Trust & Safety, Payment Fraud/Billing Operations, etc. within gaming, social media, virtual worlds, metaverse or similar industries
- 8+ years of experience leading teams with a customer-facing charter
- 5+ years of experience with vendor selection, onboarding, management, and partnership
- Demonstrated success delivering world-class customer support, safety, and operational excellence
- Comfort leveraging insight and data analysis to determine and drive business decisions
- Investigative and analytical mindset, with the ability to identify and respond effectively to trust & safety incidents to protect IMVU customers as well as our brand reputation
- Demonstrated track record of developing and implementing initiatives, practices, and plans in collaboration with senior leadership to capitalize on opportunities to enhance the overall customer experience
- History of developing great talent; delivering superior results and developing a customer focused culture; coaching and mentoring direct reports and other individuals.
- Ability to roll up your sleeves and take a hands-on approach
- Excellent oral and written communication skills
- Deep customer empathy
- Experience interacting with NCMEC or law enforcement is advantageous
- Payment processing, billing, and fraud reduction experience is helpful
- Experience with Salesforce and Spectrum Labs is a huge advantage
What the job involves
- Drive the vision and strategy for the overall Customer Support and Trust & Safety organization
- Coach and manage a team of high-performing individuals
- Partner closely with cross functional leaders including, but not limited to, Product, Engineering, Data, and Marketing to build and deliver world-class customer support
- Develop policies and procedures aimed at mitigating risk, addressing abuse, and fostering a safe and supportive space for our users while balancing business objectives
- Detect and prevent fraud: monitor and analyze user behavior, content, and interactions to identify potential risks, abusive behavior, or fraudulent activities, and take appropriate actions in line with IMVU’s guidelines and policies
- Ensure systems reflect and properly enforce community policy/guidelines and that critical issues are correctly escalated
- Define and advance metrics used to measure customer satisfaction inform the success of the overall department
- Prioritize and schedule the Customer Support and Trust & Safety team’s work, manage organizational OpEx and budgets, organize team events/off-sites, and maintain capacity/staffing models.
- Actively manage Together Lab’s vendor relationships in the field of content moderation; Customer Relationship Management; and customer facing purchase transactions
- Stay up-to-date with industry trends, regulations, emerging risks, and best practices to continuously improve our strategies
- Deeply understand the IMVU business, platform, and metrics that impact Customer Support and Trust & Safety
- Collaborate with various teams to prepare quarterly business operations reviews.
Our take
Described as social gaming, IMVU brings people together in a massively multiplayer online universe. Players of IMVU control 3D avatars in order to meet and interact with other people. The company attracts millions of active players to the website per year.
While there are other similar games available, IMVU has developed its own sophisticated in-game economy, and has been praised for the depth and immersive nature of its environments.
With the video game market now bigger than film and music combined, IMVU has carved out a very individual niche, and one particularly appeals to female players. Market research indicates that IMVU has a primarily female audience, which is extremely unusual in the world of video games, and thus particularly valuable.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jan 2021
$35m
LATE VC
Jan 2009
$10m
SERIES D
Total funding: $63m
Company HQ
Staumbaugh Heller, Redwood City, CA
Leadership
Daren Tsui
(CEO, not founder)VP Data Integration at Zip2/AltaVista, CEO of SkyGo, Senior VP at Samsung before joining IMVU's parent company Together Labs.
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