About the Team
Our Player Support Operations Team in Dublin is part of the larger Player Experience Department. This team’s focus is to deliver amazing support experiences to all of our players. In Player Support, we strive to help our players enjoy the games they love, with as little interruption and distraction as possible. We ensure that all players have positive experiences through every step of their journey by providing fast and effective support that shows empathy, understanding, and care.
About the Role
As the Player Support Operations Manager, you will focus on ensuring that all support agents (both internal and external partners) are set up for success in their daily operations. You will optimize capacity, efficiency, process, and procedure to create an efficient and effective team that is able to consistently handle all inbound workload. You will be responsible for the management of external partners in addition to the internal core team. This role will be supported by our Quality & Training team, and will interface with VIP Relationship Management, Support Project Management, Community Management, Support Analytics, and Localization on a regular basis. This role will also work directly with our Product Managers (Key Stakeholders) to ensure that we’re providing the best possible support for all Wildlife products on a consistent basis.
More about you
- You are committed and highly accountable for your responsibilities and actions.
- You never settle for good enough. Constantly strive for improvement and betterment while actively seeking new challenges.
- You thrive when tasked with solving complex, unstructured problems.
- You are motivated by the opportunity to create value and thus have a positive impact on the organization and our players.
- You take a candid and direct approach to feedback and communication as a whole.
- You care deeply for the wellbeing of others, especially the team(s) that you are responsible for.
- You think big and bring bold aspirations to your work every single day.
- You have the ability to influence others in order to drive positive change for the business.
What you'll do
- Manage the day to day player support operations, motivating and enabling the core team and external partners to provide industry leading service to all of our players, across a variety of contact channels, languages, and products.
- Set clear objectives, evaluate progress, and instill a high performance culture with a focus on relentless excellence.
- Manage and drive ongoing improvements to process and procedures.
- Constantly find new and better ways to support our players.
- Work with Product Managers and act as the voice of the customer to ensure that player feedback is understood, evaluated, and actioned upon.
- Responsible for Workforce Management & Capacity Planning.
- Responsible for the hiring, success, and career development of all support agents.
- Manage the Player Support Operations budget.
- Manage the team and individual performance, technical, and skills development.
- Manage external support partner(s).
What you'll need
- 2 Years of experience in a Customer Service Operations Management role.
- 5 years of contact center experience.
- 2 years of experience in a support function within the gaming industry.
- A higher education degree is preferred, but not required.
- Proficiency in Office Suite (and equivalents) and a variety of customer service software.
- Direct experience with Helpshift is a plus.
- Amazing written and verbal communication skills.
- Strong understanding of management practices, techniques, and principals.
- Excellent leadership and interpersonal skills.
- Desire to work in a fast-paced environment where change is not only expected but seen as an opportunity for positive improvement and innovation.
- A passion for and experience with a variety of games, especially on mobile!
- A thirst for knowledge and desire to constantly learn, improve, and expand perspective.
- Experience working with confidential personal and business information.
We welcome people from all backgrounds who seek the opportunity to help build the best gaming company, where everyone thrives
