Player Support Assistant Manager- Live Support

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:

  • 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 optimize 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.