Customer Support Manager - Remote

Overview

FuturLab are looking for a Customer Support Manager to join our PowerWash Simulator team. As Customer Support Manager, you will be responsible for delivering great customer support to our players to ensure they are able to enjoy a soothing and relaxing game experience free of issues. This is an exciting new role which will allow the successful candidate to establish the customer support process from the ground up.

In Short

• Be the first point of contact for players, providing customer support, troubleshooting and finding solutions for player issues
• Provide reports on customer issues volume and severity, bugs and player feedback to project and studio leadership
• Prioritise player issues and manage escalation of critical issues to project leads
• Drive the creation of a knowledge base and support documentation for the projects, both internal and player-facing
• Continually review and improve existing workflows and support processes to ensure customer issues are handled quickly and efficiently

Requirements

• Experience in customer support or a related field
• Strong problem-solving skills
• Excellent communication skills
• Ability to work independently and as part of a team
• Familiarity with support ticket systems

Benefits

• Opportunity to shape the customer support process
• Work with a passionate team
• Flexible working arrangements
• Competitive salary
• Access to company events and activities