Director, Customer Support

Description

SUMMARY OF POSITION:

The Director, Customer Support is responsible for leading the department that will provide in game and billing/payment support for online, social and mobile games. They will drive a high degree of customer service and retention while achieving departmental and company objectives.

JOB RESPONSIBILITIES:

Develop, direct and oversee the activities of customer service staff within the company by assuming overall responsibility for planning, budgeting, implementing and maintaining costs; Establish and manage outsourcing efforts

Define, implement and administer customer service policies, processes, procedures and training
Identify, analyze and recommend customer service tools; Oversee the development and management of support tools, materials and procedures for customer service operations including development of deep and detailed knowledge bases
Collaborate with developers and production teams to provide feedback to help improve the game experience for the customer
Create and maintain support-staffing models to ensure the company is meeting and exceeding support goals and ensuring the team is able to adapt as the business needs change; Create customer service reporting system to show progress, value and ROI; Provide regular reports and analysis of customer service statistics to management
Other duties as assigned

Requirements

Work Experience

10+ years of customer service experience
4+ years management experience
Online gaming experience preferred
Experience with a range of customer service platforms such as live chat, call centers, email, ticket systems, etc.
Experience managing multiple international or mutli-region efforts
Experience designing and building user-centered scalable service
Solid experience in creating department strategic plans, managing and creating department budget, as well as experience handling day-to-day tactical planning and reporting
Customer Support experience in various industries a plus

Education, Professional Training, Technical Training or Certification

Bachelor’s degree or equivalent experience
MBA degree a plus

Desired Skills / Extras

Knowledge/Skills

Excellent interpersonal and communication skills
Demonstrated knowledge of internet technologies, online gaming and/or multiplayer gaming
Able to understand and translate player needs into strategic goals and programs
Knowledge of customer relationship management and software systems
Able to establish productive working relationships across the organization
Exceptional organization and time management skills
Strong collaborative skills – works well with other groups, teams, leaders, and customers, and can lead others in department to do this
Strong leadership and problem solving skills
Able to manage shifting priorities in a fast paced environment
Customer-focused

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