We are looking for a dedicated and skilled Product Support Manager (we call them Game Champions internally) to help guide our teams in providing exceptional support to players within our games. The ideal candidate will possess a deep understanding of the gamer mindset, as well as the ability to leverage data and insights to drive game-specific changes.
Game-Specific Support: Utilize data analysis and in-depth knowledge of player pain points to implement targeted support messaging, guide game teams in improving game-related pain points, and identify and address safety and fair play system/policy issues.
Player Insights: Drive projects and initiatives to gather and analyze player feedback, providing actionable insights to game teams to help them develop games that align with player preferences.
Initiatives and Programs: Create initiatives, programs, and activities that enhance the understanding of our games among both player support and trust & safety agents, fostering a deep knowledge of game mechanics, features, and updates.
System Design and Maintenance: Collaborate with Player Support and Trust & Safety Managers to design, develop, and maintain robust systems, processes, and documentation that facilitate effective support for new features and systems within the games.
Project Management: Work closely with game teams to pitch, implement, prioritize, and manage game-related player support and trust & safety systems and features, ensuring alignment with overall product goals and objectives.
Proven experience in a product support or customer support management role, preferably within the gaming industry.
Strong analytical skills and the ability to use data-driven insights to identify areas for improvement and drive change.
Deep understanding of player pain points and a passion for creating outstanding player experiences.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Project management expertise, including the ability to prioritize tasks, meet deadlines, and handle multiple projects simultaneously.
Strong problem-solving skills and the ability to think strategically about player support and trust & safety initiatives.
Meet the Team
We’re looking forward to hearing from you. It’s always exciting to receive thoughtful applications with more than just a blurry image of a cat. Although we do love cats.