Customer Support Manager

Job description: As a Customer Support Manager at Mojang Studios, your main responsibility will be to oversee and lead the customer support team in providing exceptional service to our players. You will play a crucial role in ensuring customer satisfaction, resolving issues efficiently, and maintaining a positive relationship with our community.

Responsibilities: 1. Manage and lead a team of customer support representatives to deliver timely and effective solutions to player inquiries and issues. 2. Develop and implement strategies to improve the overall customer support experience, including monitoring and analyzing customer feedback and data. 3. Collaborate with other departments to address technical issues, bugs, and player concerns in a timely manner. 4. Set and track KPIs to measure team performance and identify areas for improvement. 5. Conduct training and provide guidance to staff on best practices for customer service and problem-solving. 6. Regularly review and update customer support policies and procedures to ensure alignment with company objectives and values. 7. Act as a liaison between the customer support team and other departments, including product development, marketing, and quality assurance. 8. Handle escalated customer inquiries and complaints in a professional and timely manner.

Requirements: 1. Bachelor's degree in business administration, marketing, or a related field. 2. Minimum of 5 years of experience in customer support or a similar role. 3. Proven experience in people management and leadership. 4. Strong problem-solving skills and the ability to think critically and analytically. 5. Excellent communication and interpersonal skills. 6. Resourceful and adaptable, with the ability to thrive in a fast-paced environment. 7. Proficiency in customer service software and CRM systems. 8. Knowledge of the gaming industry and experience with online communities is a plus.

Benefits: 1. Company transportation for commuting purposes. 2. Travel opportunities to industry events and conferences. 3. Parental leave for new parents. 4. Competitive salary and benefits package.

Working environment: At Mojang Studios, we leverage data to inform decisions and drive strategic initiatives. We encourage a collaborative and innovative work culture where employees are empowered to take on new challenges and grow professionally.

Equal opportunity statement: Mojang Studios is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, ethnicity, gender, sexual orientation, age, religion, or disability. All qualified candidates are encouraged to apply.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.