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Player Support Lead

At Improbable, we believe that the next revolution in entertainment and society will come from massive virtual worlds. They will create new economies and opportunities globally, changing not just how we play, but how we work and relate to each other. That’s why we’ve made it our mission to build the next generation of technologies for online multi-user games and simulations. As part of that, we are launching a series of ground breaking titles to players around the world.

At Improbable, you are surrounded by people who want to improve everything and everyone around them, and who compel you to improve yourself. We’re motivated by the fulfilment of solving hard problems to achieve something profound and transformative.

The way we communicate with our audiences at Improbable is key. We want to take them on a memorable, meaningful journey; experiencing next generation and multiplayer games in the most positive ways possible. How we communicate that to our Players is at the heart of our journey to changing the way the world experiences multiplayer games.

As the Player Support lead, orchestrating the efforts for all of our internal game studios, you will create centralised strategies to establish and develop our best practices for servicing and resolving player issues, in whatever form they arise. You will help select, evaluate and manage global outsourced player support agents (answering player tickets from around the world). You will also gather requirements and work with internal teams on integration for player support tools. You will set policy by collaborating with internal stakeholders, and communicate player support policy and rationale to external partners.

We’ve all experienced times when a game just wont work the way we want, whether it be through system issues, bugs, payment, account recovery, harassment or any other guideline we’re able to protect: Player Support will be there to resolve and build frameworks to reduce replication of issues. This is a highly leveraged role, where you will be the touchpoint in Player Support for our global vendors and internal teams, improving the experience of millions of players.

/ A drive for defining industry leading Customer Service with the players experience always being the guiding light.

/ 5+ Years leading Customer Service or Player Support teams and managing outsourcing vendors.

/ You have experience dealing with global concerns and the complexity of operating across multiple languages, cultures and locations.

/ Internally, you will represent our players. Making sure their interests always have a voice at the table.

/ You are metrics and data-informed, and have a sophisticated understanding of standard Customer Service performance indicators, and experience using it to improve processes and policy.

While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!!