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Player Support Assistant Manager- Live Support

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:

• Be accountable for the planning, execution and improvement of the live aspect of the Player Support Operation.
• Manage the day to day ticket queues in Zendesk
• Act as the main observer and problem solver to first raise the flag for customer impacting issues
• Build and drive processes that measure, evaluate and o ptimize the productivity and efficiency of the Player Support team.
• Manage player issues that are escalated from our support partners.
• Play an active key role in day to day relationships with support vendors, ensuring a high degree of communication between Proletariat Inc. and our support partners.
• Consistently audit performance of our support partners, providing direct coaching and improvement processes for vendor support agents.
• 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 policies and procedures 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 in a leadership role.
• 1 year of experience in a role as a client accountable to your organization for the performance of a contracted service delivery outsourcer or in a role as a contracted service provider accountable for service performance to a client.
• One year of Business Process Management.
• A sense of urgency and the ability to handle the high pressure that comes with handling a high volume Customer Support operation.
• Workforce expertise on how to effectively forecast labor requirements, leverage and coach staff to accomplish a particular task on a day-to-day and hour-to-hour basis.
• Expertise in commonly used CS tools such as Zendesk, Confluence, and other CRM tools.
• Experience in video games player support is beneficial, however not required.
• Demonstrated success in effective results based performance management.
• A good understanding of the kind of tools that your team will need to be successful.