Customer Service Manager

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Requirements:

• 4+ years’ experience in a Customer Service supervisory or management role.
• Bachelor’s Degree or equivalent experience.
• Experience with online gaming communities, either as a player or in the industry.
• Knowledge of Microsoft Windows and Office products.
• Knowledge of CRM systems such as Zendesk.
• Ability to generate and evaluate analytics for business decisions.
• Calm demeanor for handling escalating situations impartially.
• Excellent problem solving and time management skills.
• Effective verbal and written communication skills.
• Creative, self-driven with a strong work ethic.
• Passion for game development and technology.
• Knowledge of Daybreak Games’ titles and various video games.

Responsibilities:

• Champion outstanding customer service for all players while maintaining a customer-first mindset.
• Assure agents are assisting customers professionally and courteously.
• Manage time, personnel, and resources for effective and efficient support.
• Work closely with the creative development team for innovative solutions.
• Use analytics to evaluate KPIs and drive process improvements.
• Make policy and judgment calls including disciplinary actions.
• Coach and mentor teams to maintain high performance and morale.
• Facilitate excellent communication between studio leads and Customer Service.
• Handle complex player escalations with compassion.
• Evaluate data to determine fraud risks.