Customer Service Manager
Customer Service Manager
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Job Alert
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$ 60000 - 80000
1 Vacancy
Job Description
Position Title:Customer Service Manager
Studio/Department: Customer Service
Employee Type:Full Time Regular
Location: San Diego CA
Salary Range: $60000 $80000 pay may vary on location.
ABOUT OUR STUDIO
Our headquarters is where the gaming culture and Southern California lifestyle meet creating a vibrant work environment that epitomizes our belief that every day should be well played. Daybreak San Diego is the home of Darkpaw Games creators of the legendary EverQuest and EverQuest II games. This is also the home of Rogue Planet Games the awardwinning MMOFPS PlanetSide 2 developer.
The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location. Access to the local gym as well as onsite fitness classes game nights and a strong appreciation for the local craft brew scene (we even turned one of our original game servers into an onsite kegerator) are just some of the ways that make working at Daybreak (San Diego) exciting! Working here is about being part of a community.
Find out more about our studio at www.daybreakgames.
THE OPPORTUNITY
Daybreak Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain as well as continuously improve processes to facilitate the highest level of customer support. This position will report to the Sr. VP of Operations.
RESPONSIBLITIES:
- Champion outstanding customer servicefor all players while maintaining acustomer comes firstmindset
- Assure agents are assisting customers in a professional and courteous manner
- Manage time personnel and resources to ensure the most robust effective andefficientsupport
- Work closely with the creative development team to assess create and implement innovative solutions
- Use analytics to evaluate and act upon KPIsuse this data to drive process and flow improvements
- Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
- Coach and mentor teams to uphold high performance and positive morale
- Facilitate excellent communication between studio leads and Customer Service department
- Expertly handle complex player escalations with compassion and understanding
- Evaluate data to determine fraud vectors and possible exploits
Requirements & Skills:
- 4 years experience in a Customer Service supervisory or management role preferably in the gaming industry
- Bachelors Degree or equivalent experience
- Experience with online gaming communities either as a player or industry work
- Knowledge of Microsoft Windows and Microsoft Office products (Outlook Word and Excel)
- Knowledge of CRM systems such as Zendesk
- Knowledge of analytics generation and evaluation to drive business decisions
- Working knowledge of using a calm demeanor to handle escalating situations with impartiality
- Excellent and effective problem solving and time management skills
- Effective verbal communication and written skills
- Creative selfdriven with a strong work ethic
- A passion for game development and technology
- Knowledge of Daybreak Games titles
- Knowledge of an array of video games on PC and consoles
- Knowledge of Game development
ABOUT OUR COMPANY
Daybreak Game Company LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as DC Universe Online PlanetSide EverQuest and Dungeons and Dragons Online Daybreak creates develops and provides compelling online entertainment for millions of gamers worldwide. We are the game publisher for Darkpaw Studios Rogue Planet Gaming Studio Dimensional Ink Games and Standing Stone Games. To top it off we are making games in three of the coolest cities in the United States: San Diego Austin and Boston. We make games that bring people together and build lasting communities and are totally devoted to delivering the ultimate gaming experience! Find out more about our company at www.daybreakgames.
Be Aware of Fraudulent Recruiting Activities
Daybreak Game Company will never ask applicants to provide their social security numbers date of birth bank account information or other sensitive information in job applications. Additionally our recruiters do not communicate with applicants through free email accounts (Gmail Yahoo Hotmail) or through online messaging apps (WhatsApp Hangouts). We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone live video or inperson interview. Please contact Daybreak Game Companys People & Culture team at if you encounter a recruiter or see a job opportunity that seems suspicious.
**Daybreak Game Company LLC. is an Equal Opportunity Employer committed to Diversity in the workplace.**
Required Experience:
Manager
Employment Type
Full Time
