Player Support Manager

Position Overview

As a Player Support Manager, you will be responsible for managing and executing daily Support Operations for a selection of assigned Zynga game titles. Achieving and maintaining service levels and player satisfaction, leading vendor support teams, and collaborating with Studio partners and internal Zynga teams. Becoming a game authority for your assigned titles and responsible for the delivery and exchange of external and internal content. You will also advocate for our players and voice their concerns, leveraging data and analysis. This position requires building and maintaining an integrated relationship with our global support operations and studio teams, and ensuring an excellent player support experience for all stages of the player journey.

A passion for gaming and delivering the highest standards of support are a must! You have experience collaborating with cross-functional teams and colleagues. You should be comfortable working in a very fast paced environment.

What youll do:

• Execute game-specific support plans that improve the player experience and align with Player Support and Game Studio objectives.
• Tactical application of best practices and applicable learnings to improve the player experience
• Influence game development and product implementation through studio engagement and feedback. From a player support perspective, contribute and provide key insights and feedback for playtests, spec reviews, bug triage, and collaborative studio meetings.
• Daily analysis and reporting of game issues, including in-depth analysis of player feedback, customer satisfaction surveys, and suggested game improvements.
• Identification and escalation of emerging, trending game bugs and coordination with Studio Partners for expedited resolutions and communication plans.
• Maximize player delight and assist the team in solving issues in a way that balances the needs of the players and the business.
• Reporting on process improvements, team performance, and development opportunities.
• Knowledge of your supported games core gameplay mechanics, features and functions, admin tools, and game release process. Stay up to date on all new releases and features and keep a pulse on player pain points and satisfaction.
• Develop advanced knowledge of the CRM and leverage the system to improve the player experience.
• Management of vendor support operations, including training, quality control, and performance calibrations.
• Understand the basic concepts of capacity planning for agent headcount.
• Direct and lead a team of player support agents, providing issue resolution and guidance, and figuring out queue management strategies.
• Be an advocate and an authority in the games your team is supporting and act as a point of contact for your team in regards to game related and process questions.
• Review vendor team performance and ensure they are calibrated on Zynga policies and procedures. Ensure that agents have access to accurate information for game updates and processes.
• Regularly provide feedback to the management team on findings and progress.
• Ensure a healthy, motivated and positive team environment, addressing issues and providing feedback where necessary in a timely manner.
• Due to the nature of the business, on-call support may be needed to coordinate customer support efforts for live service issues.

What youll bring:

• Passion for gaming and customer service - knowledge on our current games an advantage
• Experience in online gaming environment desired
• Minimum of 2+ years supervising customer care teams or comparable experience
• Experience supervising diverse and multi-cultural teams
• Dynamic ability to work in a fast paced environment
• Excellent verbal and written communication skills
• Experience working cross-functionally within a company to drive business outcomes
• Must be conscientious and possess strong leadership skills
• Able to conduct analysis of statistical information
• Experience with CRM tools
• Proficiency in MS Office and Excel required
• Some travel may be required
• Ability to work flexible hours and to work using own initiative
• Degree preferred

What we offer you:

Zynga offers a world-class benefits package that helps support and balance the needs of our teams. To find out more about our benefits, visit the Zynga Benefits