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Customer Support Manager

4 months ago

Remote, Oregon, United States 1047 Games Full time

1047 Games began with the simple principle that people should have fun while making great games. Bucking convention and driven by a passion to create the ultimate gaming experience, Ian Proulx and Nicholas Bagamian founded 1047 Games in 2017 in their Stanford dorm room. Their love for arena shooters of the past drove them to create Splitgate, a unique sci-fi first-person shooter that adds portal guns to upend the genre.

What started as two computer science majors putting portals into a first-person shooter for a project demo has evolved into a VC-backed company which has raised more than $120MM in funding.

At 1047 Games, you'll find a permanently remote, dedicated team of top-tier talent from some of the world's biggest gaming and tech companies who share our founders' vision. Grit, ingenuity, a desire to have fun, and a start up mentality define our crew. We are currently working on a brand new shooter in the Splitgate universe.

  • What You Will Do:
    • Build customer support for 1047 Games from the ground up, creating and implementing overall strategy for a live operations environment across multiple gaming platforms
    • Select, vet, onboard and oversee external customer service vendor(s) as needed
    • Create, implement, document and refine support policies with internal agents and/or external vendors
    • Implement and own customer-facing tools such as FAQs, answer bots, knowledge bases, etc to help reduce inbound ticket volume
    • Track and analyze key performance indicators (KPIs) to identify trends, issues, and opportunities for improvement, then report findings
    • Deal directly with complex or high-priority customer issues, ensuring timely resolutions while maintaining a positive relationship
    • Ensure top-tier support is given to 1047 Games customers, personally going above and beyond where required to ensure the customer is always satisfied
    • Work closely with the development, QA, and community teams to relay customer feedback, troubleshoot issues, and ensure alignment in addressing player concerns
    Who Will Be a Great Fit:
    • Minimum 3+ years experience managing customer support teams, preferably within the games industry or related field
    • Experience managing multilingual customer support teams, either directly or via vendors
    • Excellent verbal and written communication skills
    • A passion for exceptional customer service, with a proactive approach to identifying and addressing customer needs
    • Experience working in a fast-paced, highly cross-functional organization
    • Demonstrated ability to manage time effectively and juggle multiple priorities resulting in high quality outcomes
    • Success working with distributed teams in different time zones; this role is fully remote but core working hours would need to overlap to a degree with US timezones
    • A love for video games, with a deep understanding of gaming culture and the specific needs and concerns of players
    Pluses:
    • Experience with managing Discord communities
    • Have played Splitgate or other PC/console shooters (Halo, Fortnite, Apex etc.)