Customer Relationship Manager

Responsibilities:

We’re offering an opportunity to make a significant impact on our game and player community, and shine bright as a solo star, and join our game as a Customer Support and Relationship Manager.

This role will oversee a team of 11 customer support representatives based in the Philippines and be directly responsible for driving customer satisfaction, retention, and operational excellence, as a one man show. The ideal candidate will have a passion for providing exceptional player experiences, strong leadership and operational skills, excellent communication skills, people skills, understanding human behavior, and the ability to analyze and resolve problems while ensuring that the voice of the player is central to the game’s development and growth.

Customer Support Management

• Lead, mentor, and manage a team of 11 customer support representatives to achieve outstanding performance in customer satisfaction and SLA adherence.
• Monitor, analyze, and resolve customer issues by working closely with NOC and R&D to proactively identify and address technical problems.
• Work with all game teams to follow up on feeback relevant to all domains
• Develop and maintain comprehensive wikis and knowledge bases to keep the team informed about game activities, including promotions, features, and updates.
• Write and update FAQs, tutorials, and support documentation to ensure product clarity and minimize customer inquiries.

Customer Engagement & Retention

• Take part in the customer retention life cycle, lead post-incident recovery efforts to restore positivity and trust among players.
• Proactively design and execute activities and initiatives to re-engage lost players and boost positive sentiment within the game community.
• Act as the voice of the player by representing their needs and feedback in internal forums and decision-making processes.

Process Improvement & Innovation

• Lead projects to enhance support processes, incorporating AI, chatbots, and other technologies to improve efficiency and scalability.
• Analyze customer support data to identify trends and areas for improvement, implementing solutions to elevate the overall player experience.

App Store & Community Presence

• Manage and respond to store reviews on Google Play and Apple Store, addressing player concerns and celebrating positive feedback.
• Promote game updates, changes, and improvements to foster player engagement and enthusiasm.

Collaboration & Representation

• Actively participate in customer service forums, representing the game and sharing insights with CS directors and other stakeholders.
• Collaborate across teams to advocate for customer needs and align support strategies with broader business goals.

Requirements:

• Proven experience in customer support and relations, with a track record of independent work and achieving results.
• Exceptional problem-solving and analytical skills, with the ability to work closely with technical teams to resolve issues.
• Excellent written and verbal communication skills; ability to write clear, engaging FAQs and tutorials.
• Strong project management skills, with the ability to prioritize and lead multiple initiatives simultaneously.
• Familiarity with AI, chatbots, and customer service technologies.
• Passionate about creating positive customer experiences and turning challenges into opportunities.