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Blind Squirrel Game

Customer Support Manager

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Blind Squirrel Game
πŸ‡ΊπŸ‡Έ Santa Ana, CA

Customer Support Manager is responsible leading strategy, creation and management of a front-line customer/technical support process for the studio. Providing a first class service to all our customers and supporting our publishing needs.

Job Description:

  • Help lead the strategy on operations and documentation for customer support.
  • Creation of KPIs, targets and goals for customer support.
  • Produce and maintain customer service response guide database.
  • Create and maintain customer service escalation protocols.
  • Help define needs for customer support tools and work with team to develop tools.
  • Attend publishing meetings and communicate status updates, trends and issues to team.
  • Support customers with game-related issues via social channels, support desk and email.
  • Handle a wide range of complex technical problems & purchasing issues, including handling sensitive issues and personal data.
  • Deliver timely and accurate responses to customer questions and requests.
  • Help educate customers and find resolutions to customer problems.
  • Maintain security and confidentiality of internal information and customer/account information.
  • Help manage the volume of requests and escalate concerns to the correct department when necessary.
  • Assist in testing new methods and tools aimed at expediting our support processes.
  • Produce regular reports of customer service activity for the team.
  • Help manage and onboard additional customer support reps as needs grow.

Knowledge Requirements:

  • Experience working with customer support tools.
  • Experience with software tools like JIRA, Zendesk, Playfab and Microsoft 365.
  • 3-5+ years minimum experience with customer support for video games or related industry
  • Strong customer service, verbal, and written communication skills.
  • Empathetic, patient and a positive attitude.
  • Thick skinned the ability to remain polite with angry and uncooperative customers.
  • Able to work in a fast-paced, high-volume environment.