Senior Player Support Manager

TL;DR

Senior Player Support Manager (Customer Support): Manage live support operations for hirify.global game titles, focusing on player satisfaction, vendor management, and team leadership with an accent on strategic support frameworks and performance metrics. Focus on driving efficient support strategies, analyzing player feedback, and collaborating with game studios to enhance customer experience.

Location: Onsite in Austin, TX; Chicago, IL; or Toronto, Canada

Salary: $78,400–$116,020 per year (varies by location)

Company

hirify.global is a global leader in interactive entertainment and a label of Take-Two Interactive, known for popular games connecting players worldwide.

What you will do

• Provide strategic player support guidance aligning with game studio goals.
• Manage vendor support operations including training and quality control.
• Design and implement support strategies using CRM and analytics tools.
• Lead and motivate a team of vendor player support agents.
• Analyze player feedback and report on game issues and player concerns.
• Develop and execute process improvements to optimize player experience.

Requirements

• Must have 4+ years supervising customer care teams or similar experience
• Experience managing global teams and working cross-functionally
• Strong leadership and communication skills.
• Proficiency with CRM tools, MS Office, and Google Workspace.
• Ability to conduct data analysis to inform business decisions.
• Experience in mobile gaming is desired.
• Ability to work flexible hours and adapt to dynamic environments

Culture & Benefits

• Comprehensive medical, dental, vision, and life insurance coverage.
• Paid holidays, vacation, sick leave, parental and compassionate leave.
• Wellbeing programs and family planning support.
• Commuter benefits and fitness expense reimbursements.
• Eligibility for 401(k) plan and Employee Stock Purchase Program.