This job might no longer be available.
Player Support Assistant Manager - Content & Quality
3 years ago
Proletariat Inc. is growing its Player Support team to deliver world class service to the Spellbreak community. We are looking for experienced customer advocates with a high degree of empathy for the player experience.
With experience either as a key individual contributor or as a proven team leader, you have demonstrated that your efforts have a positive impact on customer experience. You hold yourself to a higher standard, identifying as a service leader. You are able to identify problems, process context, communicate the issue, and, when necessary, act decisively. You are a perpetual student, and always ask “why?”. You understand the analytical side of support services , and know how to use KPIs to inform constant improvement and growth. You are an effective communicator who takes the time to understand the history of Proletariat Inc. as a studio, building programs that embrace what makes our team unique and successful.
Responsibilities:
- Build, maintain and optimize a robust knowledge base for inquiring Spellbreak players, Proletariat employees and Vendor partners.
- Find solutions for players never to have to submit a ticket by identifying all touchpoints that present opportunities for customer ticket deflection solutions.
- Create and maintain the documentation and information necessary to manage a world class customer support operation.
- Own the Training Curriculum for the Proletariat Player Support team with the goal to deliver world class service to Spellbreaker players
- Drive constant improvement within the Player Support Organization
- Identify training and improvement opportunities throughout the Player Support organization
- Provide regular training to users of the knowledge base and gather feedback on a regular basis
- Become the most versed Spellbreak product expert in the Player Support team
- Regularly monitor and report on player facing issues, ensuring that support issues driving player friction are communicated to the development team for prioritization and resolution.
- Assist in the development and maintenance of processes and policies for Player Support.
- Represent the needs of your team both to publishing leadership and studio leadership on a daily basis.
Requirements:
- 2-4 years of experience in a Player Support or Customer Service role, preferably 1 year in a leadership role.
- 1 year of experience creating and maintaining a knowledge base and/or a wiki, with, ideally, a good understanding on how to track it, measure it and improve it
- Superb English written communication skills of a technical writer
- High debit content producer
- Strong time management / prioritisation skills
- Strong attention to detail
- A track record of developing self-service solutions for a customer service operation highly desirable, however not required
- Experience in video games player support is highly desirable, however not required
Create Your Profile — Game companies can contact you with their relevant job openings.