Customer Support Manager
Frontier Developments
- Cambridge
- Permanent
- Full-time
- Lead a team comprising of Customer Support and Community Safety, ensuring a productive team work ethic, positive morale and a supportive, inclusive culture.
- Manage team resource, lead recruitment processes, and ensure effective onboarding and team assessment, training and development.
- Ensure delivery of quality support services at all times. Define and deliver on customer support initiatives to drive customer satisfaction and loyalty.
- Define and use KPIs and SLAs to steer objectives, priorities and ensure excellence from the team.
- Identify and implement new approaches or technologies to improve systemic issues.
- Support the communication and delivery of the company's goals and vision with your team and externally, and act as a representative of our customers to internal stakeholders.
- Work closely and in collaboration with our Community & wider Publishing functions to provide customer issue summaries, clear communication and complimentary support.
- Understand our products, people and business goals to steer and resolve Customer Support identified issues, and player facing issues.
- Provide reports and insights on service metrics and product issues that contribute to product and departmental improvements.
- Source, own and drive guidance and support materials to enable and enhance customer self-service.
- Asset owner for the Customer Ticketing platform.
- Serve as primary escalation point for customer complaints.
- Maintain a strong emphasis on compliance, quality and consistency of service, ensuring the protection of customer data, upholding consumer rights and delivering fair, equal service.
- Ensure and maintain clear channels of communication across all levels and stakeholders.
- Demonstrable experience managing a customer support or service team, responsible for full delivery lifecycle, either within games or relevant industry.
- A trusted expert in the field of customer support, capable of defining key deliverables.
- Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.
- Experience in team development and enhancing team structures.
- Understanding of the video game industry, it's varied gaming genres and it's userbases. Knowledge of Frontier's games would be highly advantageous.