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Senior Customer Support Manager (Video Games)(f/m/d)

Klang Games is a Berlin-based game studio whose mission is to create deep and meaningful online experiences that bring people together.

At the heart of Klang is SEED, a large-scale virtual world that will provide immersive social experiences through gaming.

Caring, Harmony and Innovation are at the core of SEED as well as our core values as a company.

Klang is looking for a Senior Customer Support Specialist f/m/d) who is responsible for encouraging, leading and driving the player support activities around SEED.

As Senior Customer Support Manager (f/m/d), you will be the central person for defining and building the required structure for running an online game service. You will build and manage a customer support unit for a first-class support experience for all our players.

If you want to work on an ambitious and ground-breaking project, and want to see a massive and colorful simulation come to life, we have an amazing opportunity for you!

Requirements

• Own the field of the player support discipline at Klang in order to offer a qualitative, first-class support experience to our players
• Identify the best setup for player support activities in a self-publishing studio and be the central driver in building and maintaining it
• Design, evaluate and monitor a KPI-based reporting across our channels and understand causes of change in metrics
• Support business decisions through the preparation of timely and accurate analysis of data sets with specific focus on improving the customer experience and maximizing operational efficiencies.
• Obtaining and sharing customer feedback with other departments so that product and service can be improved permanently.
• Develop processes and rules for our players and studio units with player-facing activities and ensure that this framework becomes established in the best-possible way
• Become the disciplinary and technical superior of the CS Unit at Klang and scale an own team aligned with the growth and success of our game.

Who we think will be a great fit:

• A minimum of 3 years of experience in the customer support field within the games industry

• Autonomous working, you are a visionary builder type of a person
• A passion for online gaming which puts the player and the communities under spotlight
• Experience in creating and building player support activities from scratch
• Ability to negotiate with external vendors
• Excellent written and verbal communication skills in the English language

Bonus:

• Experience in leadership disciplines is a plus for scaling the Klang support unit later
• Ability to communicate in a relevant second European language apart of the English language

Benefits

• An opportunity to work on a groundbreaking project from its inception with a lot of room for professional and personal development
• Competitive salary and 27 days of paid vacation
• Monthly public transport travel pass
• Monthly company co-contributions to private pensions
• Reimbursement for physical health activities
• Employee Assistance Program
• Mental health support
• Flexible office hours (with core hours)
• Monthly team events and activities
• A dog-friendly office, adjustable standing desks, and mobile AC units for hot summers

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