Player Support Manager

Summary

Join 1047 Games as a Player Support Manager and build a global player support system from the ground up. You will be responsible for creating and implementing support strategies across multiple platforms and languages, selecting and overseeing external vendors, and developing support policies. This role requires managing KPIs, resolving complex player issues, and collaborating with various teams to address player concerns. The ideal candidate has 5+ years of experience managing player support teams in the games industry, a proven track record of improving community sentiment, and experience with multilingual support. The position is fully remote but requires some overlap with US time zones.

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, as well as improving community sentiment about the company
• 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 identifying and addressing 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 in different time zones; this role is fully remote but core working hours would need to overlap to a degree with US timezones
• A love for video games, with a deep understanding of gaming culture and the specific needs and concerns of players
• Complete understanding of Game development cycle for Live service games

Responsibilities

• Build global player support for 1047 Games from the ground up, creating and implementing 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 see to successful implementation the tools and tool improvements to aid in player satisfaction management
• Implement and own player-facing tools such as FAQs, answer bots, knowledge bases, etc to help reduce inbound ticket volume
• Track and analyze key performance indicators (KPIs) to identify trends, issues, and opportunities for improvement, then propose changes
• Deal directly with complex or high-priority player issues, ensuring timely resolutions while maintaining a positive relationship
• Ensure top-tier support is given to 1047 Games players, personally going above and beyond where required to ensure the player is always satisfied
• Work closely with the development, QA, and community teams to relay player feedback, troubleshoot issues, and ensure alignment in preventing and addressing player concerns

Preferred Qualifications

• Experience with managing Discord communities
• Have played Splitgate or other PC/console shooters (Halo, Fortnite, Apex etc.)