Customer Service Manager

JOB DESCRIPTION

Standing Stone Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain, as well as continuously improve, processes to facilitate the highest level of customer support.

• Champion outstanding customer service for all players while maintaining a customer comes first mindset
• Assure agents are assisting customers in a professional and courteous manner
• Manage time, personnel, and resources to ensure the most robust, effective, and efficient support
• Work closely with the creative development team to assess, create, and implement innovative solutions
• Use analytics to evaluate and act upon KPIs—use this data to drive process and flow improvements
• Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
• Coach and mentor teams to uphold high performance and positive morale
• Facilitate excellent communication between studio leads and Customer Service department
• Expertly handle complex player escalations with compassion and understanding Evaluate data to determine fraud vectors and possible exploits

• 4+ years’ experience in a Customer Service supervisory or management role
• Bachelor’s Degree or equivalent experience
• Experience with online gaming communities, either as a player or industry work
• Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
• Knowledge of CRM systems such as Zendesk
• Knowledge of analytics generation and evaluation to drive business decisions
• Working knowledge of using a calm demeanor to handle escalating situations with impartiality
• Excellent and effective problem solving and time management skills
• Effective verbal communication and written skills
• Creative, self-driven with a strong work ethic
• A passion for game development and technology

• Knowledge of Standing Stone Games’ titles (e.g., Lord of the Rings Online, Dungeons and Dragons Online)
• Knowledge of an array of video games on PC and consoles
• Knowledge of Game development

Note: *Employment Agencies: Please do not contact this job post with unsolicited services or offers*