As a member of Player Support Operations you’ll be part of a team that is responsible for enabling our support agents around the world, providing the knowledge, policy guidance, training, operational support, and tools that they need to effectively support our players.

The Contact Experience Lead reports to the Manager, Contact Experience, and defines how our players receive support. You empower our agents around the world to resolve their issues and help our players get back in the game as quickly as possible. You partner with a global team of Rioters and Vendor Partners to ensure that Riot is delivering a magical experience to our player’s during their support interaction.

Responsibilities

Identify and work on opportunities to improve our global processes, guidelines, and methods around how we respond to player queries and interactions using a combination of qualitative information and quantitative data.
Represent Global Agent and Vendor concerns to ensure thoughtful solutions to global challenges.
Prepare global teams for supporting new features from our game team through creating documentation.
Work with subject matter authorities within the vendor operation, and collaborate with the Learning and Development team, building training modules.
Support and improve the agent experience.
Develop programs to promote efficiency, support career progression, skill development, mentorship, and agent engagement.
Handle important and widespread Player Support issue escalations from vendor operations.

Required Qualifications

Bachelor's Degree (wide variety of majors are a great fit for the role)
2 years of work experience in project management, operations leadership, customer service leadership, or other similar role
You are a pro at collaboration and gaining support across multiple partners
Player/Customer empathy mindset with confirmed impact on improving the customer/player experience
Validated ability to implement process or policy changes that affect global teams
Experience making data-driven decisions
Background in delivering complex projects that span multiple teams

Desired Qualifications

Experience in Player/Customer Support preferred

Our Perks

We offer medical, dental, and vision plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave, plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history (LAMC 189.00).