Player Support Assistant Manager - Content & Quality

Boston, Massachusetts, United States | Community & Player Support | Full-time

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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