Job Description

【发行】VIP运营主管上海互联网 / 电子 / 网游发行岗位 - 客服岗位职位描述一、VIP体系搭建与优化：
1、精通VIP服务分级体系设计，能独立规划公司级VIP会员成长体系、权益规则及服务标准；牵头建立公司级VIP用户分层体系（如成长等级、权益包、服务优先级），覆盖国内所有运营游戏项目。
2、设计VIP用户生命周期管理策略，擅长通过用户付费数据、行为数据识别VIP用户需求，输出运营策略并跟踪效果；通过数据分析优化会员权益（如专属客服、活动优先参与、问题极速响应等）。
3、熟悉企微后台、CRM系统等工具的配置与管理，能优化VIP用户标签体系及工单流转流程。
二、VIP客服团队管理：
1、从0-1组建国内VIP客服团队，制定岗位职责、服务流程及SOP手册，熟悉企微后台配置；
2、搭建培训体系（如新员工入职培训、专项技能提升培训）及绩效考核机制（如服务满意度、响应时效、问题解决率等）。
三、跨部门协作与用户体验提升：
1、作为VIP业务负责人，定期与项目组（开发、产品、市场）沟通，推动解决VIP用户核心痛点（如账号安全、专属活动、技术故障等）；
2、建立VIP用户反馈闭环机制，每月输出分析报告，推动产品迭代（如新增VIP专属功能、优化客服响应通道）。职位要求1、5年以上游戏行业VIP客服相关工作经验，3年以上团队管理经验，具备VIP客服团队从0-1搭建经验者优先。
2、热爱游戏行业，具备至少3款以上手游深度体验经历，熟悉主流品类核心玩法；
3、具备优秀的跨部门沟通技巧，能高效联动研发、策划等部门推动大R玩家的问题处理。
4、逻辑清晰，结果导向，能在多任务并行场景下保持高效执行力，抗压能力强; 投递

About MOONTON GAMES

MOONTON Games was established in 2014 and headquartered in Shanghai, China; the video game company is known as one of the pioneers of MOBA Gaming, with millions of international fans worldwide.

Games and esports are part of our DNA and a way of life, and we are committed to nurturing the ecosystem to support our players and celebrate their talents. We have created several national leagues and award-winning tournaments, including the Mobile Legends: Bang Bang World Championship, MSC, and Mobile Legends: Bang Bang Professional League (MPL.

With more than 1,600 employees across various markets, such as China, Indonesia, Latin America, Malaysia, the Philippines, and Singapore, we offer a wealth of benefits to our hires, consisting of veteran gaming, esports professionals, fresh graduates, and even mid-career switches.

In MOONTON Games, you will experience an open working style with a flat structure.

We welcome all applicants passionate about gaming and esports to join us!

Industry

Unknown

Company Size

1,001-5,000 employees

Headquarters

Shanghai, CN

Year Founded

Unknown

Website

moonton.com

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