Senior Player Support Manager (Gaming)

TL;DR

Senior Player Support Manager (Gaming): Overseeing daily live support operations for assigned hirify.global game titles with an accent on achieving core service metrics, improving player satisfaction, and managing vendor operations. Focus on applying best practices, leveraging analytics to design support strategies, and leading a team of vendor agents.

Location: Austin, TX; Chicago, IL; Toronto, Canada

Salary: $78,400-$116,020 per year (Illinois) or $75,700-$112,060 per year (Toronto)

Company

hirify.global is a global leader in interactive entertainment, creating diverse game portfolios for players across 175+ countries.

What you will do

• Provide strategic Player Support guidance to Studio Partners, ensuring alignment between the player experience, support objectives, and game goals.
• Manage vendor support operations, including training, quality control, performance calibrations, and adherence to policies.
• Apply and implement best practices and proven strategies tactically across products.
• Leverage available tools and resources like CRM automations and analytics to design and implement informed support strategies.
• Lead and manage a team of vendor player support agents, focusing on issue resolution, motivation, and positive team culture.
• Conduct analysis and reporting of game issues and top player concerns, escalating emerging trends for timely resolution.

Requirements

• Minimum of 4+ years supervising customer care teams or comparable experience.
• Experience managing global teams and working cross-functionally.
• Strong leadership skills.
• Proficiency in MS Office and Google Workspace, and experience with CRM tools.
• Ability to conduct data analysis to drive business decisions.
• Excellent verbal and written communication skills.

Nice to have

• Experience in mobile gaming.
• A degree is preferred.

Culture & Benefits

• Eligibility to participate in our 401(K) plan and Employee Stock Purchase Program.
• Medical, dental, vision, and basic life insurance coverage.
• 14 paid holidays per calendar year, paid vacation time (15 to 25 days) or discretionary time off, and up to 10 paid sick days per year.
• Paid parental and compassionate leave, wellbeing programs for mental health, and family planning support.
• Commuter benefits and reimbursements for fitness-related expenses.