Customer Service Manager - Remote

Overview

Daybreak Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain, as well as continuously improve, processes to facilitate the highest level of customer support.

In Short

• Champion outstanding customer service for all players.
• Ensure agents assist customers professionally.
• Manage time, personnel, and resources effectively.
• Collaborate with creative teams for innovative solutions.
• Use analytics to evaluate and improve processes.
• Make policy and judgment calls as needed.
• Coach and mentor teams for high performance.
• Facilitate communication between departments.
• Handle complex player escalations with compassion.
• Evaluate data for fraud detection.

Requirements

• 4+ years in a Customer Service supervisory role.
• Bachelor’s Degree or equivalent experience.
• Experience with online gaming communities.
• Knowledge of Microsoft Windows and Office products.
• Familiarity with CRM systems like Zendesk.
• Ability to analyze data for business decisions.
• Calm demeanor for handling escalations.
• Excellent problem-solving and time management skills.
• Effective verbal and written communication skills.
• A passion for game development and technology.

Benefits

• Access to local gym and on-site fitness classes.
• Game nights and community events.
• Strong appreciation for local craft brew scene.
• Vibrant work environment in Southern California.