Head of Customer Support

Manticore Games is the developer of Core, a platform and community that is redefining how virtual worlds and games are created, published, and played. Core’s mission is to empower and discover a whole new generation of creators.

We’re looking for a resourceful, experienced, team-oriented Head of Customer Service to grow Manticore’s CS department. The ideal candidate is organized, team-oriented, and a tremendous communicator. You have opinions about the best CRM for any occasion, you have a knack for spotting underlying problems, and you are relentlessly customer-focused, all while maintaining a positive attitude. 

Responsibilities

  • Lead company-wide Customer Support efforts, setting a high bar for customer experience
  • Set CS goals that drive business outcomes
  • Build processes to deliver feedback in a digestible way to the Product team and other internal stakeholders
  • Manage an efficient budget while supporting a rapidly growing user base
  • Measure the effectiveness of the team and programs, tracked against key KPIs such as time to first response, CSAT, and churn.
  • Stay up-to-date on CORE, in particular flagging new issues that need to be communicated to users
  • Work cross-functionally with Developer Relations, Community, Marketing, and Product
  • Create proactive education that reduces inbound tickets, such as FAQs and how-to articles
  • Manage internal team of agents and outsourcing teams, including international coverage
  • Create CS plans and SLAs for payer tickets, gameplay issues, and content moderation
  • Mentor and train new team members
  • Set a high bar for the internal Support writing style

Requirements

  • 5+ years experience leading customer support teams
  • Strong communication skills and strong writing ability
  • Familiarity with metrics that signal a great support experience, such as CSAT and FPS
  • Knowledge of modern CRM software (Zendesk preferred)
  • Experience hiring and managing high-performing, metrics-driven support teams
  • Most importantly, a positive, optimistic persona

Pluses

  • Game industry experience
  • Live chat support

Manticore Games provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.