Player Support Manager - Remote

Overview

The Player Support team at Niantic is dedicated to providing high-quality service and quick issue resolution to players, while leveraging data and customer insights to enhance the player experience.

In Short

• Become a game expert and partner with the game team.
• Set OKRs and drive game success.
• Supervise multi-lingual support programs.
• Report on support outcomes and advocate for players.
• Facilitate programmatic enhancements with the Global Player Support team.
• Master support tools and set up ticketing systems.
• Create compelling content for players and support agents.
• Leverage localization processes and AI tools.
• Foster strong communication with internal and external partners.
• Prepare resources for onsite support at live events.

Requirements

• BA/BS degree and 3+ years in Player Experience or operational programs.
• Strong written and verbal communication skills in Japanese and English.
• Experience leading complex projects under pressure.
• Solution-oriented approach to challenges.
• Passion for improving player experiences.
• Ability to work in a fast-paced hybrid environment.
• Experience in cross-functional teams with effective communication.

Benefits

• Competitive salary and bonus structure.
• Equity options.
• Comprehensive benefits package.
• Hybrid work environment.
• Opportunities for professional growth.