Customer Support Manager

Access            ·          San Francisco Bay Area            ·         Full time

About Akili

Akili is pioneering the development of cognitive treatments through game-changing technologies. Akili’s approach of leveraging technologies designed to directly target the brain establishes a new category of medicine – medicine that is validated through clinical trials like a drug or medical device but experienced like entertainment. Akili’s platform is powered by proprietary therapeutic engines designed to target cognitive impairment at its source in the brain, informed by decades of research and validated through rigorous clinical programs. Driven by Akili’s belief that effective medicine can also be fun and engaging, Akili’s products are delivered through captivating action video game experiences. To learn more about Akili please visit www.akiliinteractive.com.

Diversity, Equity and Inclusion

Diversity, Equity and inclusion are incredibly important to all of us.​ ​Akili’s success is based on our ability to hire and retain diverse, uniquely qualified talent from incredibly diverse industries such as gaming, software, clinical research, biotechnology, and the pharmaceutical industry and we work together with a common mission; to challenge the status quo of medicine. 

We are committed to hearing all voices. Akili Interactive provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

The Role

We are seeking a highly motivated and experienced Customer Support Manager to join our dynamic team in the digital therapeutic industry. As the Customer Support Manager, you will be responsible for leading and overseeing our customer support operations for both our Rx and OTC product, ensuring that players receive high value assistance and a seamless user experience. Your exceptional communication skills, leadership abilities, and passion for software development will be essential in driving the success of our Customer Support team.

Scope

Customer Support Strategy:

• Develop and execute an effective customer support/HUB services strategy that aligns with the company’s objectives and values.
• Implement best practices to optimize the customer support process, ensuring prompt and efficient responses to all stakeholder inquiries through multiple channels (email, in-game chat, social media, etc.).
• Continuously analyze customer support metrics and feedback to identify areas for improvement and implement appropriate solutions.
• Encourage self-service options to reduce the volume of support requests and improve efficiency.

Issue Resolution and Escalation:

• Handle escalated player issues and complaints, demonstrating empathy and understanding while seeking resolutions.
• Collaborate with other departments, such as Medical, Legal, Production and SQA teams, to address all questions that fall outside of our standard FAQs.   

Customer and End User Satisfaction:

• Ensure interactions with all external stakeholders are handled professionally, promptly, and thoughtfully
• Focus on enhancing player satisfaction and retention by ensuring exceptional customer support at all times.
• Proactively engage with players to gather feedback and understand their pain points, using this information to improve the overall gaming experience.

Reporting and Analytics:

• Prepare and present regular reports on customer support metrics, including response times, issue resolution rates, player satisfaction levels, and trends.
• Utilize data-driven insights to make informed decisions and devise strategies for continuous improvement.

The Ideal Candidate

• Friendly and Cheerful
• Proactive and Responsible
• Collaborative and Inclusive

Preferred Qualifications

• 3–5 years experience in customer support or a related role within the mobile gaming or healthcare industries 
• Experience managing a small customer service team, including direct reporting responsibilities 
• Passion for software development and a solid understanding of mobile gaming mechanics, in-game systems, and industry trends
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
• Strong problem-solving skills and the ability to handle difficult situations with composure
• Data-driven mindset with experience in analyzing support metrics and using data to drive improvements
• Expertise with support ticketing systems (ie ZenDesk) and customer relationship management (CRM) tools
• Ability to adapt to a fast-paced, dynamic environment
• Experience with community management and social media support

Compensation: This is a long-term contract position with the potential to convert to a full-time position.

Cash Compensation: $95,000 – $150,000 base salary (dependent on location) 

Don’t meet every single requirement? 

Studies have shown that under-represented groups are less likely to apply to jobs unless they meet every single qualification. At Akili we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this role or other opportunities at Akili Inc.

At Akili, we are committed to: 

• Be Bold – We are pioneers.  We take risks, embrace discomfort, aim high, and act fearlessly.  We break down barriers for our patients.
• Be Creative – We are inventors.  Our success is dependent upon thinking beyond the status quo.  We are extremely open-minded, take nothing for granted, and create unprecedented solutions for our patients.
• Be Inclusive – We hear ALL voices.  We encourage all input, embracing our strengths and leveraging our differences, and treat each other (and our patients) with utmost respect.
• Be Accountable – We own it.  We take responsibility for our own work and the success of our colleagues.  We make, and keep our commitments.  Our patients are counting on us to hold each other to the highest standard.
• Be Well –We improve lives.  We are committed and obsessed with the health of our patients, employees, and ourselves.  All in service of improving the well being of the world.

Employee and Candidate Privacy Notice

Please click here to apply.