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Customer/Player Support Manager – Multi-Platform Games – Nottingham

Location: Nottingham Salary: Negotiable

Job ID: # Posted: 3 years ago


Job Title – Customer/Player Support Manager

Job Location – Nottingham

Job Type – Perm

Salary – £Neg

My client are a renowned independent video game developer who are looking for an experienced Customer Support expert to join their commercial office in Nottingham.

This role is a high profile and exciting position within their fast moving Community department and will see the successful candidate oversee the Customer Support function across the entire range of games of both in-house productions and indie games label titles.

A passion for video games is essential and an interest in independent games and their creators would be desirable.

The key responsibilities are:

Creation and management of a front-line customer/technical support process within the studio, covering all internal and external titles. Providing a first class service to all our customers and publishing partners.

  • Creation of KPIs, targets and goals ensuring that stakeholders are updated throughout.
  • Championing Customer Support within Team 17, constantly looking for ways to improve our forward facing service as the industry and technology advance.
  • Working with customers and development staff to diagnose faults and identify solutions.
  • Identifying trends and patterns in issues. Providing regular reports and presentations back to the development and community teams.
  • Ensuring complete clarity of information to customers, so that faults can be remedied in a timely fashion via all electronic means, including Steam, web and email.
  • Safeguarding the image and high standings of Team 17 in all types of external communication.
  • Ensuring all relevant parties are informed of any critical issues reported by the public immediately.
  • Creation and maintenance of a database of problematic hardware configurations.
  • Ensuring all of our titles continue to function correctly on new hardware releases and to be aware of major hardware releases well in advance.
  • Perform IP infringement sweeps.
  • Producing and maintaining troubleshooting guides for inclusion on our web site.

Key skills and experience needed are:

  • 2-3 years in an online based customer service role
  • Unquenchable passion for video games and a good understanding of the video games industry.
  • Strong technical knowledge of PC gaming
  • Working knowledge of digital distribution platforms such as Steam, GOG, App Store and Google Play Store.
  • Excellent communication skills
  • The ability to work as part of a team and independently
  • Imagination and creativity
  • An energetic and flexible approach
  • Close attention to detail

Tagged as: customer management, customer service, Customer Support, player support

Tags: customer management , customer service , Customer Support , player support Categories: Commercial , Community Management


Helen Bloomfield

Recruitment Consultant

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