Support Manager Disruptor Beam
Help us create amazing social games for tablet, mobile and Facebook, built around our award-winning formula of Strategy RPG storytelling and collectible content! We?re looking for an experienced support manager to join our team.
Respond to customer support requests, payment issues, and other inbound inquiries for our games: Game of Thrones Ascent, Star Trek Timelines, and others in development
Hire, train and lead customer support staff.
Handle support escalations
Write FAQs, player guides and troubleshooting information.
Document support best practices.
Administer and customize support technologies (ZenDesk, web content, etc.)
Research and document customer problems and escalate/coordinate with QA, community, and other departments of the business as needed.
Measure customer satisfaction metrics and prepare reports for company management
Identify and recommend improvements to products and processes to improve customer experience and improve revenue.
At least 2 years experience managing customer support at a game company or Internet-based business.
Authentic affinity for the genres our games are set in (fantasy, science-fiction, etc.) and familiarity with a wide range of games
Highly organized, efficient manager of workflows and people
Devotion to customer satisfaction
Excellent written communication skills, especially for documenting technical support information
Good at interacting with a wide range of personality types both inside and outside the company.
Good quantitative skills; experience with metrics-based customer service management, spreadsheets, etc.
At least a four-year college degree (preferably in in business administration), or equivalent work experience.
||Boston, MA |