Player Support Lead / Player Support Manager - Remote

Overview

Second Dinner is an award-winning independent game development studio. Just how many awards do you ask? A whopping 22 in total so far… Including Mobile Game of the Year from both The Game Awards and DICE, Best Strategy Game from IGN and the prestigious Apple Design Award for Innovation. Yes, that’s a lot of awards! But these accolades don’t magically materialize, they’re a testament to the amazing folks who make up our studio. You could be the next addition to our award-winning team! Continue reading to find out more. For our debut game, MARVEL SNAP, we’ve partnered with Marvel (Trust us, we had to pinch ourselves too!). We’ve got other SUPER FUN (but still secret) projects in the works and this role is a chance to be a part of something new, and special at the company. As a remote-first company, we value diversity and encourage applications from everyone who can bring something unique to the table.

In Short

• Manage relationships with external vendors that provide customer service staffing.
• Oversee the implementation and optimization of customer support platforms.
• Develop and track KPIs to continuously improve player support performance.
• Collaborate with cross-functional teams to address and resolve player pain points.
• Create and maintain a comprehensive knowledge base for self-service solutions.
• Lead onboarding and training for external support agents.
• Monitor player feedback channels to identify and address issues.
• Proactively detect, prioritize, and resolve issues for a seamless player experience.
• Recognize critical issues and execute appropriate escalation protocols.
• Stay informed about industry best practices and emerging technologies.

Requirements

• 3+ years in a leadership role within the gaming or tech industry.
• 5+ years of experience in customer service or player support.
• Hands-on experience with customer service platforms.
• Thrives in ambiguity and demonstrates resilience.
• Strong ability to set, analyze, and act on KPIs.
• Proven experience managing vendor relationships.
• Excellent communication and organizational skills.
• A player-first mindset and a passion for delivering exceptional experiences.

Benefits

• Medical, Dental, and Vision insurance plans.
• 401(k) contribution with no waiting period.
• 16 weeks paid parental leave.
• Home office improvement bonus.
• Paid Vacation & Sick time.
• Up to 10 BetterHelp sessions covered each benefits plan year.
• Company Winter Holiday shutdown.
• Company Summer Holiday shutdown.
• Company Events throughout the year.