Because customer success is complex and too many times, applying best practices is detrimental to the users and the brand alike.
Because front-line agents are undervalued and realising the potential of your teams & partners is a lot of work.
Because live games often put the user journey as an afterthought and fail to reap the benefits of interacting with their communities.
Because fixing broken things is hard! We all need help sometimes.
I would love to help you with some of the following:
set-up outsourced operations (community, support, development, etc.)
design the user journey across your product and services
research and implement user & agent facing software (backend, ticketing system, moderation, quality control, etc.)
set-up of automations capabilities and ML models
launch new channels to get in touch with your users
onboard and train your internal and external teams
who am I
I started working in the video games industry in 2009 as a localisation tester, back when it was cool to create jokes for games running on Nokia N97. When joining Supercell in 2012, I was asked to handle the support for its biggest title Clash of Clans, and from there on to take on the whole Player Experience as the company grew from a 50 people start-up to a multi-studio company over a decade.
There I learned about all aspects of building and scaling the player journey to meet the success criteria of the business. Hiring and growing successful teams has been one of my biggest focus, and I enjoy setting up tech and processes to help scale live services for all players!
my expertise
designing strategy for live services (support, community, trust & safety, etc.)
- build and execute on the vision for the customer success strategy
- design the user journey based on success metrics
- optimise tech and processes
- launch new channels and platforms
set-up outsourced operations
- research and contract partners
- select & onboard staff
- set-up operations models (performance management, monitoring, etc.)
build technology products
- manage external developers
- research, contract and own the roadmap of SaaS providers (KB, CRM, BI, etc.)
- create bots and automations
bridge between product and services
- track the right events to allow efficient processes
- use insights to improve the game
- select and onboard the right team based on competency mapping