Customer Support Manager
2 weeks ago
WHAT'S THE ROLE?
We are seeking an experienced Customer Support Manager to lead our dedicated and passionate Customer Support team. In this role, you will be instrumental in ensuring top-tier service is provided to players of our portfolio of games, as well as fostering a supportive and engaging environment for your team. You will work collaboratively with other departments, developing and implementing improvements and optimising technologies to address systemic issues, and ensuring customer support initiatives align with our wider company goals.
This role can be on a hybrid working basis, which means you'll have the opportunity to spend time working both in the studio and at home. We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.
WHAT YOU'LL BE DOING
- Lead a team comprising of Customer Support and Community Safety, ensuring a productive team work ethic, positive morale and a supportive, inclusive culture.
- Manage team resource, lead recruitment processes, and ensure effective onboarding and team assessment, training and development.
- Ensure delivery of quality support services at all times. Define and deliver on customer support initiatives to drive customer satisfaction and loyalty.
- Define and use KPIs and SLAs to steer objectives, priorities and ensure excellence from the team.
- Identify and implement new approaches or technologies to improve systemic issues.
- Support the communication and delivery of the company's goals and vision with your team and externally, and act as a representative of our customers to internal stakeholders.
- Work closely and in collaboration with our Community & wider Publishing functions to provide customer issue summaries, clear communication and complimentary support.
- Understand our products, people and business goals to steer and resolve Customer Support identified issues, and player facing issues.
- Provide reports and insights on service metrics and product issues that contribute to product and departmental improvements.
- Source, own and drive guidance and support materials to enable and enhance customer self-service.
- Asset owner for the Customer Ticketing platform.
- Serve as primary escalation point for customer complaints.
- Maintain a strong emphasis on compliance, quality and consistency of service, ensuring the protection of customer data, upholding consumer rights and delivering fair, equal service.
- Ensure and maintain clear channels of communication across all levels and stakeholders.
- Demonstrable experience managing a customer support or service team, responsible for full delivery lifecycle, either within games or relevant industry.
- A trusted expert in the field of customer support, capable of defining key deliverables.
- Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.
- Experience in team development and enhancing team structures.
- Understanding of the video game industry, it's varied gaming genres and it's userbases. Knowledge of Frontier's games would be highly advantageous.
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