Player Support Manager

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Requirements:

• Minimum 5+ years experience managing player/customer support teams, preferably within the games industry.
• Proven track record of dealing with player/customer support issues and improving community sentiment.
• Experience building player support workflows and processes from the ground up, including selecting outsource vendors.
• Experience managing multilingual customer support teams, either directly or via vendors.
• Excellent verbal and written communication skills.
• A passion for exceptional customer service with a proactive approach to customer needs.
• Experience working in a fast-paced, highly cross-functional organization.
• Demonstrated ability to manage time effectively and juggle multiple priorities, resulting in high-quality outcomes.
• Success working with distributed teams across different time zones.
• A love for video games and understanding of gaming culture and players' needs.
• Complete understanding of the Game development cycle for Live service games.

Responsibilities:

• Build global player support for 1047 Games from the ground up.
• Create and implement overall strategy for a live operations environment across multiple gaming platforms and languages.
• Select, vet, onboard, and oversee external customer service vendor(s) as needed.
• Create, implement, document, and refine support policies with internal agents and/or external vendors.
• Identify, propose, and implement tools for player satisfaction management.
• Implement and own player-facing tools to reduce inbound ticket volume.
• Track and analyze key performance indicators (KPIs) to identify trends and propose changes.
• Resolve complex or high-priority player issues while maintaining a positive relationship.
• Ensure top-tier support for 1047 Games players and go above and beyond to ensure their satisfaction.
• Work closely with development, QA, and community teams to relay player feedback and troubleshoot issues.