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Head of Customer Support

We’re looking for a resourceful, experienced, team-oriented Head of Customer Service to grow Manticore’s CS department. The ideal candidate is organized, team-oriented, and a tremendous communicator. You have opinions about the best CRM for any occasion, you have a knack for spotting underlying problems, and you are relentlessly customer-focused, all while maintaining a positive attitude.

Responsibilities

• Lead company-wide Customer Support efforts, setting a high bar for customer experience
• Set CS goals that drive business outcomes
• Build processes to deliver feedback in a digestible way to the Product team and other internal stakeholders
• Manage an efficient budget while supporting a rapidly growing user base
• Measure the effectiveness of the team and programs, tracked against key KPIs such as time to first response, CSAT, and churn.
• Stay up-to-date on CORE, in particular flagging new issues that need to be communicated to users
• Work cross-functionally with Developer Relations, Community, Marketing, and Product
• Create proactive education that reduces inbound tickets, such as FAQs and how-to articles
• Manage internal team of agents and outsourcing teams, including international coverage
• Create CS plans and SLAs for payer tickets, gameplay issues, and content moderation
• Mentor and train new team members
• Set a high bar for the internal Support writing style

Requirements

• 5+ years experience leading customer support teams
• Strong communication skills and strong writing ability
• Familiarity with metrics that signal a great support experience, such as CSAT and FPS
• Knowledge of modern CRM software (Zendesk preferred)
• Experience hiring and managing high-performing, metrics-driven support teams
• Most importantly, a positive, optimistic persona

Pluses

• Game industry experience
• Live chat support