Director, Customer Support

Description

SUMMARY OF POSITION:

The Director, Customer Support is responsible for leading the department that will provide in game and billing/payment support for online, social and mobile games. They will drive a high degree of customer service and retention while achieving departmental and company objectives.

JOB RESPONSIBILITIES:

Develop, direct and oversee the activities of customer service staff within the company by assuming overall responsibility for planning, budgeting, implementing and maintaining costs; Establish and manage outsourcing efforts

• Define, implement and administer customer service policies, processes, procedures and training
• Identify, analyze and recommend customer service tools; Oversee the development and management of support tools, materials and procedures for customer service operations including development of deep and detailed knowledge bases
• Collaborate with developers and production teams to provide feedback to help improve the game experience for the customer
• Create and maintain support-staffing models to ensure the company is meeting and exceeding support goals and ensuring the team is able to adapt as the business needs change; Create customer service reporting system to show progress, value and ROI; Provide regular reports and analysis of customer service statistics to management
• Other duties as assigned