Assistant Project Manager

Summary

Join ModSquad as an Assistant Project Manager and support our gaming client! You will be responsible for supporting a team of Mods, ensuring quality service, and managing client expectations. This full-time role requires flexibility due to 24/7 coverage and on-camera presence during shifts. The ideal candidate is passionate about gaming, possesses strong customer support knowledge, and excels in communication and problem-solving. You will work closely with the team, providing coaching, quality assurance, and troubleshooting support. This position offers the opportunity to contribute to a dynamic and growing company.

Requirements

• A passion for gaming, have extensive player support knowledge, and familiar with our client's catalog of games
• You have a strong understanding of brand and customer care initiatives
• You have access to a quiet dedicated environment to work
• You are familiar and comfortable with a variety of CRMs
• You use your awesome previous experience in Customer Support to work wonders with our clients
• You have carefully honed written and oral communication skills
• You expertly handle correspondence with a client just as well as you do your own team members
• You have experience with troubleshooting technical issues, both hardware and software
• You have team management and time management experience. You know how to manage schedules, understand and communicate workflow and procedures
• You see problems as challenges, and can use your analytical skills and the ability to use data and metrics to overcome the hardest of them-adding value to yourself, your team, and your company
• You need to be a fast learner who is trustworthy and can work independently

Responsibilities

• Support a group of talented and dedicated Mods that deliver quality service via customer service across omni-channel support
• Assist with team coaching, quality assurance, and performance management
• Perform weekly quality and productivity checks for all Mods
• Work with Mods as an escalation point to troubleshoot issues and solve problems
• Communicate clearly and consistently to the team and supervisors of any changes, updates, or relevant information
• Promote team collaboration, drive team growth, and inspire innovation amongst the team by working closely with your management counterparts

Preferred Qualifications

In addition to the skills and tasks mentioned below, the ideal manager for this client is someone who is passionate about gaming, has intimate knowledge of providing outstanding player support, and understands the importance of becoming an SME on anything they work on