Customer Support Manager for 1047 Game | Remote Worldwide

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.)