Description

We’re looking for an experienced manager to lead our Player Support operations on Avakin Life. We want our players to feel valued, listened to and have the best possible experience on Avakin; this is a great opportunity for you to help make that happen!


  • Oversee the operations of the Player Support team, to deliver exceptional, industry-leading customer support to our players
  • Monitor our service levels and strive to constantly deliver and improve our response times, CSAT and internal KPIs
  • Work closely with the metrics team to deliver regular, meaningful reports to provide insight on team performance and the voice of the players
  • Manage the performance of internal and external Player Support teams
  • Support the Player Support Lead to operate a strong, motivated and engaged internal team
  • Provide excellent leadership and support team development through training, coaching and mentoring
  • Encourage strong communication and flow of information, to ensure the external teams have a consistent experience and can represent Lockwood effectively
  • Develop and maintain effective quality checking systems and feedback for both the internal and external teams
  • Constantly review and refine internal Player Support processes, to provide players with the quickest solutions and best experience
  • Establish new support channels
  • Constantly review staffing needs and organise team accordingly
  • Champion the voice of the player and our player support teams internally
  • Work cross functionally to ensure players and support teams are kept up to date with the latest information and that the voice of the player is heard to support game development

Requirements

    • Proven management and people skills
    • Extensive experience managing a customer support team
    • Passion for player support

    Desirable

    • Passion for games
    • Previous experience in the games industry
    • Native English level is a must- other languages are a huge plus!
Salary

Competitive Salary

Job Type

Full-time

Come join us

Benefits of working here

  • Extremely competitive bonus scheme
  • Flexible working hours
  • Core hours attendance (10am-4pm)
  • Staff social outings
  • Pension or Gym membership available
  • Generous holiday allowance
  • Industry leading software including Unity, 3DS Max and Maya
Apply Today.

Join the Avakin Journey.