Responsable du support client | Customer Support Manager

Permanent – Full-Time

The team

The Central Services team (ACES) are responsible for providing Quality Assurance, Release Management and Customer Support across internal and external game teams. We provide best-in-class solutions so that developers can focus on providing the very best experience possible to our players.

We have 4 core values

• People First: We take care of our people and believe that everyone is an entrepreneur
• Strong Community: We strive to build a supportive culture across teams and departments
• Subject Matter Experts (SMEs): We are masters of our fields and will work hard to find the answers regardless of knowing them or not
• Never Accepting Status Quo as a Standard: We strive for real accountability and are always looking to pushing a new level of quality

As a CS Manager, you’ll be fully integrated into the ACES group, reporting to the Central Services Manager. You’ll be collaborating with your ACES peers and game teams developers

Your activity will be diverse, ranging from long-term strategical planning and pitching its business case to ensuring that day-to-day activities are running with our partner.

What you will do in the 3-to-6 months

• Spearhead the CS transition from Square Enix CS to our CS partner and making sure that the transition is smooth with minimal player impact;
• Manage the CS partner relationship from a business level to their quality-of-service;
• Manage the Helpshift business relationship by interacting with their customer success manager and to find offerings that is aligned with the studio needs;
• Ensure that all documentation is agent-friendly so that Tier 1 support agents can use them with efficiency.

What you will do in the 3-to-6 months after that

• Responsible for setting the vision, mission, and strategy for the CS department long-term by formatting the CS strategy into a business case;
• Accountable for the vision and mission of the CS Department;
• Responsible for proposing new CS initiatives by proposing business cases that are aligned with the studio maturity, needs and goals;
• Responsible for costs and forecasting (Helpshift, vendor solutions, etc.);
• Pushing CS requirements and standards into game development cycles.

What you bring

• Strong experience working with developers;
• SME (Subject Matter Expert) in all facets of Customer Support;
• Experience in providing CS solutions that align with game team maturity;
• Being the point-of-contact (POC) for all things Customer Support in the studio;
• Great organization skills;
• Initiative and resourcefulness.

Even better if you have

• Experience and ability to see opportunities during a transitionary period;
• Experience in change management and providing solutions that are aligned company maturity.