Customer Service Manager

Daybreak Games; San Diego (CA); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Service Manager to lead their team in providing exceptional support to gamers. This role involves championing customer service excellence, managing a talented team, and collaborating with creative developers to enhance player experiences. With a focus on analytics and continuous improvement, you will ensure that customer support processes are efficient and effective. Join a vibrant community where your passion for gaming and technology can thrive, and be part of a studio that values creativity and teamwork in the heart of sunny San Diego. If you are ready to make a difference in the gaming world, this opportunity is perfect for you.

Benefits

Access to Local Gym

On-site Fitness Classes

Game Nights

Appreciation for Local Craft Brew Scene

Qualifications

• 4+ years of experience in customer service management is essential.
• Strong problem-solving and communication skills are required.
• Knowledge of online gaming and CRM systems is a plus.

Responsibilities

• Champion outstanding customer service while managing resources effectively.
• Coach teams to maintain high performance and positive morale.
• Handle complex player escalations with compassion and understanding.

Skills

Customer Service Management

Problem Solving

Communication Skills

Time Management

Experience with Online Gaming Communities

CRM Systems (Zendesk)

Analytics Evaluation

Microsoft Office (Word, Excel, Outlook)

Calm Demeanor in Escalated Situations

Knowledge of Game Development

Education

Bachelor's Degree or Equivalent Experience

Tools

Zendesk

Microsoft Office

Job description

Position Title: Customer Service Manager

Studio/Department: Customer Service

Employee Type: Full Time, Regular

Location: San Diego, CA / Remote (Daybreak Approved Remote Locations: CA, WA, TX, NY)

Salary Range: $60,000 - $80,000, pay may vary by location.

ABOUT OUR STUDIO

Our headquarters is where the gaming culture and Southern California lifestyle meet, creating a vibrant work environment that epitomizes our belief that every day should be well played. Daybreak San Diego is the home of Darkpaw Games, creators of the legendary EverQuest and EverQuest II games, as well as Rogue Planet Games, the award-winning MMOFPS PlanetSide 2 developer.

The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location. Access to the local gym, on-site fitness classes, game nights, and a strong appreciation for the local craft brew scene are just some of the ways that make working at Daybreak exciting! Working here is about being part of a community.

Find out more about our studio at www.daybreakgames.com.

THE OPPORTUNITY

Daybreak Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain and continuously improve processes to facilitate the highest level of customer support. This position will report to the Sr. VP of Operations.

RESPONSIBILITIES:

1. Champion outstanding customer service for all players while maintaining a customer-first mindset.
2. Assure agents are assisting customers in a professional and courteous manner.
3. Manage time, personnel, and resources to ensure the most robust, effective, and efficient support.
4. Work closely with the creative development team to assess, create, and implement innovative solutions.
5. Use analytics to evaluate and act upon KPIs—utilize this data to drive process and flow improvements.
6. Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines.
7. Coach and mentor teams to uphold high performance and positive morale.
8. Facilitate excellent communication between studio leads and the Customer Service department.
9. Expertly handle complex player escalations with compassion and understanding.
10. Evaluate data to determine fraud vectors and possible exploits.

Requirements & Skills:

1. 4+ years’ experience in a Customer Service supervisory or management role.
2. Bachelor’s Degree or equivalent experience.
3. Experience with online gaming communities, either as a player or in industry work.
4. Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel).
5. Knowledge of CRM systems such as Zendesk.
6. Knowledge of analytics generation and evaluation to drive business decisions.
7. Working knowledge of using a calm demeanor to handle escalating situations with impartiality.
8. Excellent and effective problem-solving and time management skills.
9. Effective verbal and written communication skills.
10. Creative, self-driven with a strong work ethic.
11. A passion for game development and technology.
12. Knowledge of Daybreak Games’ titles.
13. Knowledge of an array of video games on PC and consoles.
14. Knowledge of game development.

ABOUT OUR COMPANY

Daybreak Game Company LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as DC Universe Online, PlanetSide, EverQuest, and Dungeons and Dragons Online, Daybreak creates, develops, and provides compelling online entertainment for millions of gamers worldwide. We are the game publisher for Darkpaw Studios, Rogue Planet Gaming Studio, Dimensional Ink Games, and Standing Stone Games. To top it off, we are making games in three of the coolest cities in the United States: San Diego, Austin, and Boston. We make games that bring people together and build lasting communities and are totally devoted to delivering the ultimate gaming experience! Find out more about our company at www.daybreakgames.com.

Be Aware of Fraudulent Recruiting Activities

Daybreak Game Company will never ask applicants to provide their social security numbers, date of birth, bank account information, or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or through online messaging apps (WhatsApp, Hangouts). We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video, or in-person interview. Please contact Daybreak Game Company’s People & Culture team at [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

Daybreak Game Company, LLC. is an Equal Opportunity Employer, committed to Diversity in the workplace.