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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading customer support teams, driving process improvements, and managing complex escalations while ensuring high service quality and customer satisfaction. Proficient in Zendesk administration and reporting, with strong analytical skills to interpret metrics and enhance operational efficiency.
Highest-signal resume keywords
Customer Support LeadershipZendesk AdministrationProcess ImprovementAnalytical SkillsComplex Escalation Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support ExperienceZendesk ReportingService Quality ImprovementOperational Change ManagementTeam SupervisionMetrics InterpretationPolicy DevelopmentTraining DocumentationEscalation ProcessesSelf-Service Documentation
Soft Skills
Strong Organizational SkillsExcellent Communication SkillsSound JudgmentAbility to Work IndependentlyFlexibility
Tools & Technologies
ZendeskReporting DashboardsSupport Workflows
Industry Keywords
MMOsOnline Multiplayer GamesCustomer SatisfactionLegal ConcernsData Privacy
About the role
Key responsibilities & impact- Lead internal and external customer support teams, prioritizing and coordinating daily operations
- Drive process improvements to enhance service quality and efficiency
- Monitor and evaluate team productivity, service quality, and customer satisfaction
- Develop and implement customer support policies, procedures, and escalation processes
- Create customer-facing content, internal policies, and training documentation
- Maintain accurate, up-to-date support documentation to improve self-service and customer satisfaction
- Manage complex customer escalations, including those involving legal and data privacy concerns
- Build and maintain reports and dashboards in Zendesk or similar platforms
- Analyze support metrics and provide insights and recommendations to management
- Serve as a subject matter expert for assigned games and products
- Provide support during weekends and holidays as needed, particularly during game launches
- Travel domestically or internationally as needed, approximately once or twice per year
Requirements
What you’ll need- Bachelor's degree in a relevant field or an equivalent combination of education and experience
- 8+ years of customer support experience
- At least 3 years leading or supervising teams
- Experience supporting MMOs or other online multiplayer games preferred
- Experience with Zendesk administration preferred
- Proficiency in Zendesk reporting, configuration, and support workflows
- Strong analytical skills with the ability to build reports, interpret metrics, and identify opportunities for improvement
- Proven ability to improve service quality, streamline processes, and drive operational change
- Ability to provide strategic direction and oversee daily operations for customer support teams
- Strong organizational skills with the ability to manage competing priorities in a fast-paced, evolving environment
- Sound judgment and the ability to work independently and make informed decisions
- Excellent written and verbal communication skills, including the ability to present information to all levels of management
- Ability to handle complex escalations, high-pressure situations, and difficult customer interactions professionally
- Familiarity with PC gaming and multiplayer online games
- Flexibility to work occasional weekends and holidays as business needs require
- Must be legally authorized to work in the United States
- Must not require current or future employment visa sponsorship
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Long-term disability
- 401(k)
- Flexible spending accounts
- Dependent care spending accounts
- PTO
- Paid holidays
- Parental leave
- Annual bonus potential
- Remote-friendly work arrangement
- Occasional onsite collaboration
- Global/domestic travel opportunities as needed