Customer Support Manager
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Job Summary
To lead and optimize customer service operations for the Guild Wars franchise, the full-time remote Customer Support Manager will manage internal and external support teams, drive process improvements, and ensure high-quality player support.
Key responsibilities
- Lead daily operations of customer support teams and coordinate service efforts
- Analyze support metrics to identify improvement opportunities and enhance service quality
- Develop and implement customer support policies and manage complex escalations
Required qualifications
- Bachelor's degree in a relevant field or equivalent experience
- 8+ years of customer support experience, with at least 3 years in a leadership role
- Experience with Zendesk administration and reporting
- Strong analytical skills to interpret metrics and drive operational change
- Familiarity with PC gaming and online multiplayer games preferred
Complete Job Description
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