Support Manager

Summary

Join GRID as a Support Manager and lead a diverse, global team focused on delivering exceptional support to partners and clients in the esports and gaming industry. This leadership role requires managing employee performance, development, and conflict resolution, while ensuring 24/7 operational efficiency. You will collaborate extensively with internal teams and stakeholders, driving process improvements and fostering a culture of knowledge sharing. The ideal candidate possesses proven experience managing remote international teams, excels in customer service, and thrives in a fast-paced startup environment. GRID offers a flexible work environment, generous vacation time, mental health support, and professional development opportunities.

Requirements

• Prior experience managing a remote international team of 5-10 people with experience in live support
• A customer-centric service mindset
• Excellent problem-solving skills and attention to detail
• Effective communication and collaboration skills
• Ability to adapt to a fast-paced startup environment

Responsibilities

• Recruiting and Onboarding new members of the global Support team
• Employee goal setting and performance management
• Employee development and career management
• Managing conflicts and tensions within the team
• Weekly 1-1 with each team member
• Managing shifts and absences to ensure proper staffing for our 24/ 7 operations
• Communicating and collaborating with other Teams at GRID
• Managing Support Processes (Design, Improvement, Measurement)
• Driving a culture of collaboration and knowledge sharing inside and outside of the team
• Leading and contributing to initiatives aimed at improving the efficiency of the Support Team
• Ensuring communications and responsiveness of the team are meeting our standards
• Managing customer escalation and sensitive customer and partner communications
• Escalating critical issues to the appropriate leaders in the GRID organization
• Providing regular reports on key Support activities and the performance of the Support team
• Providing regular reports on other business activities

Preferred Qualifications

Knowledge about competitive gaming and popular esports titles (CS2, DotA, League of Legends, Valorant, Rainbow 6 Siege)

Benefits

• 28+ days paid time off
• It’s Complicated - mental health support
• Flexible working conditions
• Company-wide team events
• Work travel opportunities with travel insurance
• Training and development budget
• Company equipment
• High-quality Swag/ Merch