Customer Experience (CX) Live Operations Manager

At Rockstar Games, we create world-class entertainment experiences. 

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. 

Rockstar is on the lookout for talented talented Associate Live Operations Manager who possess a passion for Customer Experience.

This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India. 

WHAT WE DO

• Rockstar Games Support is a team that focuses on enhancing the relationship between our games and our players with the goal of delivering a Rockstar Level support experience.
• We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight to our product development staff on player reported problems to assist in project prioritization.
• We manage global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• As a part of a 24x7 Customer Experience team, we provide support to vendor partners.
• Monitor incoming ticket volumes vs forecast across multiple channels and proactively respond to changes.
• Maintain an open communication channel with global teams to leverage resources across different sites to meet established service level agreements.
• Recommend staff allocation adjustments to handle unexpected spikes in service demand.
• Evaluate staff scheduling to maximize service efficiency.
• Ensure seamless communication with first party, different sites, and internal teams, to maintain steady operations.
• Perform other duties as assigned.

QUALIFICATIONS

• 3-5 years of experience in Customer Service, preferably in video game or entertainment industries.
• Prior technical support experience operating in a Tier 2 capacity or above.
• Strong passion for Rockstar Games and in-depth knowledge of the gaming industry, including common technical support issues.
• Willingness to work rotational shifts in a 24x7 environment.
• Bachelor’s degree or equivalent, preferably in business, computer science, or related field.

SKILLS

• Excellent verbal, written and interpersonal skills with the ability to communicate clearly and professionally.
• Detail-oriented with multitasking ability.
• Experience working in a live operations center or control node would be beneficial.
• Flexibility to adapt quickly to changing business needs and requirements.
• Strong game troubleshooting skills, covering product, network, and hardware issues across various platforms (consoles, Windows and macOS PCs, and mobile devices).

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Supervisory experience.
• Experience with support ticket system management and Support Site software.
• Familiarity with Zendesk.

HOW TO APPLY

Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

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