Senior Customer Support Agent

People Can Fly is looking for a Senior Customer Support Agent to join our upcoming live games. 

As Customer Support you will be the primary caretaker of our customer service operations working with game teams marketing LiveOps and QA teams to deliver exceptional support at scale. You will be responsible for creating and maintaining our playbooks processes and creating a playerfirst culture that ensures our growing community remains at the heart of everything we do. You will help create the KPIs and SLAs to define how youll collaborate with other teams to drive product and process improvements.

The ideal candidate will have worked in a customer support team before in live games for PC and / or console in addition to excellent communication skills with the ability to convey player challenges to diverse audiences and is able to clearly communicate with leadership teams and stakeholders. 

Responsibilities

• Oversee daytoday player support operations including monitoring our customer support mailing group Discord handling individual and mass support compensations and regularly reviewing and updating player support FAQs text templates and help articles.
• Working with marketing and community teams prepare for upcoming new game releases updates and liveoperated events to best support the player experience.
• Work closely with producers and game developers to understand upcoming releases feature specs game tools that will aid in supporting the game effectively.
• Establish and/or optimize processes to identify track and escalate ingame trends emerging game issues and policy opportunities.
• Manage request and improve support tools including setting up and optimizing tooling processes automation and other improvements.
• Collaborate closely with the Community Manager and Live QA teams to surface and address gamespecific issues and trends and to ensure consistent and transparent communication with players.
• Monitor performance and report on key metrics to ensure the team exceeds operational excellence and KPIs including CSAT average handle time average resolution time agent quality and more.
• Maintain comprehensive support documentation for internal and external use.

Qualifications :

• 3 years in a senior or leadership role within the gaming or tech industry
• 5 years of experience in customer service or player support
• Handson experience with customer service platforms (e.g. Helpshift Zendesk Salesforce or equivalent)
• Proven track record of managing multiple games simultaneously and overseeing both internally and externally sourced agents and/or outsourced support teams.
• Experience writing product requirement documents (PRD) to aid in the development and refinement of support tools and processes.
• Indepth understanding of the game development process and a variety of game content preferably including live service games and mobile games.
• Extensive experience with CRM tools Google Suite and other customer support tools.
• Exceptional written and verbal communication skills with experience creating PowerPoint presentations agent training materials documentation and FAQs.
• Strong ability to set analyze and act on KPIs to inform strategy and decisions
• Excellent communication and organizational skills for crossfunctional collaboration
• A playerfirst mindset and a passion for delivering exceptional experiences to customers

Nice to have:

• Experience supporting liveservice games freetoplay games or working in the gaming industry
• Familiarity with global audiences and multilingual operations
• Knowledge of community management or player engagement strategies
• Basic technical knowledge of troubleshooting gamerelated issues to improve firstline support accuracy

Additional Information :

Ce que nous offrons

• Un ensemble davantages sociaux pays 100 par PCF
• La compagnie dassurance rembourse les rclamations 100 (jusqu 1000 $ de services par anne en plus dune couverture familiale ou individuelle)
• Une couverture dentaire complte y compris les soins dentaires
• La cotisation gale au REER hauteur de 4 avant dductions fiscales 100 acquis ds le premier jour
• Une semaine de cong pay pendant les vacances dhiver
• 20 jours de cong pay et 5 jours de cong de maladie pay
• Des sances gratuites de soins virtuels de sant et de bientre mental incluses dans le rgime pour les membres et leurs personnes charge
• Un salaire comptitif et des primes annuelles bases sur le rendement
• Des occasions de dveloppement personnel et la possibilit duvrer dans un environnement mondial
• Loccasion de travailler au sein dune quipe crative avec des personnes passionnes par ce quelles font

What we offer

• Benefit package 100 paid by PCF. Insurance company reimburses 100 of claims (Up to $1000 per service a year as well as individual family coverage).
• Full Dental coverage including major dental
• 4 RRSP matching before tax deductions 100 vested on day 1
• Paid week off during Winter Holidays
• 20 paid vacation days and 5 paid sick days
• Free virtual health and mental wellbeing sessions included in the plan for members and their dependents
• Personal development opportunities and ability to work in a global environment
• Work in a creative team with people full of passion for what they do

Remote Work :

No

Employment Type :

Fulltime