Customer Support Manager

Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.

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.

WHAT YOU’LL BRING

• 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.

BONUS IF YOU HAVE

• Understanding of the video game industry, it’s varied gaming genres and it’s userbases. Knowledge of Frontier’s games would be highly advantageous.

You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.

Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.

We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.

We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.