Hutch is a dynamic games studio based in Central London. Founded on a wealth of traditional game development experience, blending a bunch of people who are talented and passionate about making the best free to play games. Our goal is to create the best racing games for mobile. We believe small, focused and empowered teams build the best games and we work hard to maintain an open, transparent and self-determined culture. Founded in 2011, we have released 8 games including Smash Cops, MMX Racing, Hot Wheels:Race Off and MMX Hill Climb with over 300 million players across the world.

hutch

Player Support Manager

Senior Game Analyst

CRM Manager

Lead Game Designer

As a Player Support Manager at Hutch, you'll be the primary contact between players and the development team for Top Drives.  Responsibilities include promptly responding to player inquiries, resolving complaints, processing refunds, and acting as the public face of the company.  You'll collaborate with QA and product teams, create FAQs, manage outsourced support, and provide exceptional service to VIP players.  You'll also analyze player behavior, contribute to in-game events, and localize content. This role demands strong communication, problem-solving, and attention to detail, along with proven experience in the games industry and helpdesk CRM systems.

<h2 id="job-description-title">Description</h2><div>Player Support Manager | London | Full timeWe’re Hutch, a mobile games developer &amp; publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 280 million people, with new titles in development.We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy.&nbsp;Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way.&nbsp;We believe in looking after our people, small empowered teams, complete transparency, test, learn repeat, community at the core and the freedom to focus on what truly makes a difference to our players.We’re driven by our players! Come and Join the mission!Player Support Manager - Top DrivesWe’re looking for a Player Support Manager who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Head of Player Support, the role will focus on being the link between our players and the development team on one of our most successful titles, Top Drives. We're seeking someone who is passionate about delivering exceptional support experiences, solving problems with empathy, and building lasting trust with our community.Responsibilities<ul> <li>Respond promptly and professionally to customer enquiries</li> <li>Handle and resolve customer complaints</li> <li>Perform and record customer refunds where appropriate</li> <li>Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers</li> <li>Provide feedback on the efficiency of the customer service process</li> <li>React to emerging issues and form policy with game teams</li> <li>Liase with QA and the product teams to assess the impact of product updates on customer experience and CS volume</li> <li>Create new FAQ content</li> <li>Scale outsourced teams as necessary</li> <li>Being the first point of contact for VIP players via our CRM system&nbsp;</li> <li>Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them</li> <li>Monitor the customer base for new VIP customer potential</li> <li>Localisation of presets and FAQ articles</li> <li>Make use of available technology to automate interactions with Players, both to gather information and respond to common queries</li> <li>Work alongside game teams to plan and execute in game events and promotions.</li> <li>Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.</li> </ul></div><section aria-labelledby="job-requirements-title" class="styles--3vx-H" data-ui="job-requirements"><h2 id="job-requirements-title">Requirements</h2><div><ul> <li>Proven experience working within the games industry</li> <li>Knowledge of helpdesk CRM systems (Helpshift, Zendesk or similar)</li> <li>Demonstrable communication skills (excellent written English)</li> <li>Problem solving</li> <li>Attention to detail and accuracy</li> <li>Strong mathematical skills</li> </ul>Bonus points<ul> <li>Racing genre gaming fan: PC, Console and especially Mobile</li> <li>Bi-lingual in any of the following languages (written and spoken) - German, French, Italian French, Spanish, Japanese,&nbsp;</li> <li>Familiarity with performance analytics</li> </ul></div></section><section aria-labelledby="job-benefits-title" class="styles--3vx-H" data-ui="job-benefits"><h2 id="job-benefits-title">Benefits</h2><div>Life at HutchOur HQ is in the heart of Shoreditch in central London. We have additional offices in Dundee and Mahone Bay, Nova Scotia. We're an agile, creative team with people at the core of our values. We reward our employees with;<ul> <li>Hutch is now a 4-Day Work Week company*</li> <li>Flexible working hours</li> <li>Remote working 2 days per week</li> <li>Excellent salary</li> <li>Private health care</li> <li>Enhanced Maternity (18 weeks) and Paternity leave (6 weeks)</li> <li>Access to mental health initiatives such as private mental health coaching</li> <li>Support to learn, develop and progress within Hutch</li> <li>Free snacks and drinks</li> <li>Social events, game launch parties, Thursday night drinks and much more</li> </ul>*This will mean that Hutch employees will work a maximum of 4 days per week (30 hours/week) Mon-Thurs, with zero reductions in pay (compared to a 5 day working week).Our Values<ul> <li> Transparent - Being transparent and open helps us to be trusted and fosters integrity.</li> <li> Humble - When we are humble we show humility, we let go of egos and we are self-aware.</li> <li> Collaborative - We value teamwork, the spirit of collaboration and the results of working together.</li> <li> Driven - We have drive and ambition and always push for the best results rather than settling.</li> <li> Adaptable - Demonstrating the ability to adapt ultimately helps us grow and helps us thrive in different situations</li> </ul>We value diversity and as an equal opportunity employer we encourage applications from all suitable applicants. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.Please see Hutch <a tabindex="0" data-role="button-link" class="button--2de5X button--14TuV tertiary--1JsWJ external" rel="nofollow noreferrer noopener" target="_blank" href="https://www.hutch.io/privacy/">Privacy Policy </a>for details on how Hutch uses your personal data.Come and find out more about Hutch. We make racing games, but it’s not the only thing that drives us - <a tabindex="0" data-role="button-link" class="button--2de5X button--14TuV tertiary--1JsWJ external" rel="nofollow noreferrer noopener" target="_blank" href="https://www.hutch.io/">https://www.hutch.io/</a></div></section>

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