Player Support Lead/Manager

Summary

Join Second Dinner, an award-winning game development studio, as their Player Support Lead/Manager! You will lead the development of customer service operations, working with vendors and internal teams to deliver exceptional support. This role involves strategic planning, operational leadership, and fostering a player-first culture. You'll manage vendor relationships, optimize support platforms, develop KPIs, and collaborate with cross-functional teams. The ideal candidate possesses strong leadership and communication skills, experience in customer service and vendor management, and a passion for enhancing player experiences. Second Dinner offers a competitive salary, equity, comprehensive benefits, and potential performance bonuses.

Requirements

• 3+ years in a leadership role within the gaming or tech industry
• 5+ years of experience in customer service or player support
• Hands-on experience with customer service platforms (e.g., Helpshift, Zendesk, Salesforce, or equivalent)
• Thrives in ambiguity, demonstrating resilience and a creative approach to solving unexpected challenges, even in high-pressure situations
• Strong ability to set, analyze, and act on KPIs to inform strategy and decisions
• Proven experience managing vendor relationships and negotiating contracts
• Excellent communication and organizational skills with a knack for cross-functional collaboration
• A player-first mindset and a passion for delivering exceptional experiences to customers

Responsibilities

• Manage relationships with external vendors that provide customer service staffing, ensuring alignment with Second Dinner’s values and service expectations
• Oversee the implementation and optimization of customer support platforms (e.g., Zendesk) to enhance workflows and improve efficiency
• Develop and track KPIs to continuously improve player support performance and identify key trends
• Collaborate with cross-functional teams, including product, QA, and community, to address and resolve player pain points effectively
• Create and maintain a comprehensive knowledge base to empower players with self-service solutions
• Lead onboarding and training for external support agents to ensure consistent quality and brand alignment
• Actively monitor player feedback channels, including Discord and Reddit, to identify and address bug reports and player issues efficiently
• Proactively detect, prioritize, and resolve issues while ensuring a seamless player experience
• Recognize critical issues and execute appropriate escalation protocols when necessary
• Stay informed about industry best practices and emerging technologies to innovate and elevate the player support function

Preferred Qualifications

• Experience supporting live-service games, free-to-play games, or working in the gaming industry
• Familiarity with global audiences and multilingual operations
• Knowledge of community management or player engagement strategies
• Basic technical knowledge of troubleshooting game-related issues to improve first-line support accuracy

Benefits

• Medical, Dental, and Vision insurance plans with Second Dinner paying 100% of premiums for employees and 75% for dependents for many plans
• 401(k) contribution with no waiting period
• 16 weeks paid parental leave with no waiting period
• Home office improvement bonus
• Paid Vacation & Sick time
• Up to 10 BetterHelp sessions covered each benefits plan year
• Company Winter Holiday shutdown (Dec 25-Jan 1)
• Company Summer Holiday shutdown (week of July 4)
• Company Events - In-person Summer all-hands gathering, in-person holiday party, and virtual events throughout the year