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Director, Player Support
1 year ago
Who we are
At Fortis Games we aspire to make great games that bring people together while redefining how game companies work. We believe in building a sense of belonging through our games, their communities, and how we operate and treat each other. Through our game communities, we will create powerful connections and lasting memories. We will foster a culture of diversity, equity and belonging where together our diverse skills, experiences and background impact the games we make.
We are an early but mighty organization with a leadership team of game industry veterans. There are many opportunities for you to have a big impact on the products we’ll be making as well as the overall direction of the company. If you’re passionate about tackling difficult problems with direct and thoughtful communication and team first mentality, we may be the right place for you.
What you’ll do
- Define our player support vision, ensuring alignment with our company’s strategic direction
- Build and develop up our player support infrastructure from the ground up from the organizational planning to the tools needed to achieve these goals to ourplayer support policies and procedures
- Build, coach, and mentor the people on the team. Establish an environment of professional development and employee engagement. Lead and encourage the team to provide the highest level of customer service
- Translate strategic roadmaps into business plans, Drive alignment across organization on experience details. Develop tangible goals and clear accountabilities. Lead plan execution and report on plan performance
- Develop clear metrics for defining our relationship with customers and define targets for the organization. Measure performance against metrics that balance speed and efficiency against the client experience
- Evaluate, select, and develop outsourced vendor partners. Partner with vendors to deliver customer experience to established performance standards
- Establish clear goals for the team. Champion a culture of accountability and continuous improvement. Drive team performance to deliver results
- Serve as subject matter authority cross functionally, Act as the voice of our customer
Qualifications
- Proven leadership experience in customer support
- Strong ability to drive to alignment and outcomes with cross functional teams
- Strong understanding of the gaming or online entertainment industry
- Excellent communication and problem solving skills
- Strong organizational and time management skills
Why join us
There are many reasons to join us, but here are a few:
- We strongly believe we are changing how games studios operate and at the core of what we do is making great games that create a connected community
- We're not just about making Games Where You Belong. We're also about building communities where our people belong. That's why Fortis is a thriving environment that celebrates diversity, embraces inclusivity, and fosters growth.
- Build and grow with a seasoned team of accomplished talent who have left an impactful mark in their disciplines, both in and out of gaming
Fortis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
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