Job Description
Your mission
The Player Support Manager's mission is to ensure a seamless and positive player experience by providing player support, optimizing service quality and acting as a strategic bridge between players and development teams.
Your Role
- Support the Lead Player Support in developing the customer support strategy: processes, tools, and templates for more efficient support.
- Manage and respond to player requests through tickets, maintaining professional and empathetic communication with players.
- Create and oversee external support content for players, such as game guides, in collaboration with the Community Management team.
- Coordinate with the manager and the production team to relay player feedback and suggestions in order to continuously improve the gameplay experience.
- Stay informed and monitor competitor practices and tools to optimize and enhance our internal processes.
- Contribute to VIP player management by ensuring a personalized and optimal experience: regular follow-ups, prioritized responses, and targeted actions to maximize their satisfaction and engagement.
Requirements
What we expect
We look for an empathetic and detail-oriented profile with at least 2 years of experience in player or customer support. Fluency in English and previous experience in mobile gaming are highly valued. A degree in marketing, communication, or community management is preferred.
The Following Skills Are Required
- Strong knowledge of support tools such as Zendesk, Helpshift, or similar platforms;
- Expertise in customer support processes and tools (macros, AI automation, templates, tags, bots...)
- Ability to handle data extracts and conduct analysis with Excel (a plus)
- Emotional intelligence and empathy to maintain professional and positive interactions with players
- Stress management and the ability to take a step back when facing complex situations
- Strong teamwork spirit combined with excellent written communication skills.
Perks
Special Perks
- Hybrid work: 3 days remote per week
- Flexible working hours with the option of a 4.5-day week
- Opportunity to become a shareholder of the company
And Of Course
- Lunch card: €8/day, 50% covered by the company
- Access to sports equipment in the office
- Training & conferences supported to help you grow
- Quarterly/Monthly team lunches and a Christmas gift card
- ...and more!
Recruitment Process
We care about making this first exchange a meaningful one:
1/ Initial phone call with Isabelle, our Talent Acquisition Manager, to understand your background and walk you through the process 2/ Interview with Mo, our Player Support Manager, to align on expectations 3/ Discussion with Ludovic, our Marketing Manager to understand how you'll collaborate & to be aligned with the vision 4/ Final interview with Charles, and Benoît our CEO
Additional information
- Contract : full time (permanent contract), based in Lyon (69)
- Start date : as soon as possible
Don't wait, send us your application now !
