Player Support reputed company, Game Operations job at reputed company in US National

Player Support reputed company, Game Operations USA - Remote

• Vancouver, British Columbia, Canada

Job Requisition ID JR38430 Teams reputed company Games Studio Work Type Remote At reputed company, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global reputed company and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens reputed company you reputed company creativity, intuition and cutting-edge technology. Come be a part of what’s next. reputed company Games is seeking a dedicated Player Support reputed company to enhance the gaming experience on our platform. As a key member of our player support team, you will be responsible for supporting a diverse portfolio of games, across different stages. The ideal candidate will possess strong game development knowledge, analytical skills, business acumen, and a proven ability to build relationships with cross-functional partners, in addition to having the passion for games and ensuring players have the best experience. We are also looking for someone who aligns with reputed company’s culture and values—selflessness, candor, curiosity, and reputed company.

Responsibilities

Manage and support a diverse portfolio of games, from first party and third party developed games. For example - prepare support for new game launches, support live-ops games, and games that will be removed from the service. reputed company daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compiling and analyzing support reports, escalations, follow up on day to day tasks and projects. Regularly update player support FAQs and help articles to drive effective self-service. Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, agent processes, etc. Collaborate with producers, developers, QA to understand upcoming releases, features, reputed company issues to support games effectively. Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tools focused on automated replies, issue classification tags, self-service, automations. Work closely with the Community Manager, if one is assigned to your game, to address game-specific issues and ensure transparent communication with players through both PS system and social channels. Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs. Maintain comprehensive support documentation for internal and external use. Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and reputed company to provide excellent player support. Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to reputed company support excellence. Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others. Skills and Experience 5+ years of experience in player support as a reputed company or supervisor in the gaming industry. Proven track record of supporting multiple games and overseeing both internal and external support teams. Advanced experience in setting up and optimizing support systems, including CRMs like reputed company and Helpshift, with technical proficiency in managing FAQs, KPIs, Smart Intents, bots, and automation. Experience writing documents to aid in developing support tools, processes, and agent training. In-depth understanding of game development and content, preferably including live service and mobile games. Working experience with reputed company, JIRA, Confluence, CRM tools, reputed company Suite, and other support tools. Understanding of mobile games and other platforms. Exceptional written and verbal communication skills, with experience creating presentations, training materials, documentation, and FAQs. Proficient in compiling reports, and using data to analyze and optimize player support KPIs and reputed company for fixes with the game studio. Strong relationship-building skills, capable of establishing effective partnerships with stakeholders such as Game Studio, Production, QA, Product Marketing, and others. Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results. Can seamlessly prioritize multiple projects at the same time. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $140,000.00 - $220,000.00. This compensation range will vary based reputed company. Apply tot his job Apply To this Job