Customer Support Manager (Gaming)

Location: Remote-friendly; candidates local to Bellevue, WA are prioritized and should be open to occasional onsite collaboration. Occasional domestic or international travel may be required once or twice per year.

Salary: $93,615.50–$135,745.50 per year, plus annual bonus potential.

Company

hirify.global develops and publishes the Guild Wars online game franchise for a global player community.

What you will do

• Lead internal and external customer support teams and coordinate daily operations.
• Improve support processes, policies, procedures, escalation paths, and service efficiency.
• Monitor productivity, service quality, customer satisfaction, and support metrics.
• Create customer-facing content, internal policies, training documentation, and self-service resources.
• Manage complex customer escalations, including legal and data privacy concerns.
• Build Zendesk reports and dashboards, provide operational insights to management, and serve as a subject matter expert for assigned games and products.

Requirements

• Bachelor's degree in a relevant field or an equivalent combination of education and experience.
• 8+ years of customer support experience, including at least 3 years leading or supervising teams.
• Proficiency in Zendesk reporting, configuration, and support workflows.
• Strong analytical skills, including building reports, interpreting metrics, and identifying improvement opportunities.
• Experience improving service quality, streamlining processes, and driving operational change.
• Ability to provide strategic direction, oversee daily support operations, manage competing priorities, work independently, and make informed decisions.
• Excellent written and verbal communication skills, including presenting information to all levels of management.
• Ability to handle complex escalations, high-pressure situations, and difficult customer interactions professionally.
• Familiarity with PC gaming and multiplayer online games, with flexibility to work occasional weekends and holidays as business needs require.

Nice to have

• Experience supporting MMOs or other online multiplayer games.
• Experience with Zendesk administration.

Culture & Benefits

• Remote-friendly work arrangement with occasional onsite collaboration for Bellevue-area candidates.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage, 401(k), and flexible and dependent care spending accounts.
• PTO, paid holidays, and parental leave.
• Annual bonus potential in addition to base salary.