Customer Support Manager

1 Week ago • All levels • Operations

Job Summary

Job Description

Frontier is seeking an experienced Customer Support Manager to lead its dedicated team. Responsibilities include ensuring high-quality service, fostering a supportive team culture, developing and monitoring KPIs and SLAs, collaborating with other departments, managing the Customer Ticketing platform (Zendesk), driving customer satisfaction, producing reports, implementing new technologies, creating self-service materials, acting as the primary escalation point for complaints, and ensuring service compliance. The ideal candidate will have demonstrable experience managing and developing a customer support team, a strong grasp of customer service best practices, experience with ticketing systems, excellent problem-solving skills, and a proven ability to exceed customer expectations. This role offers a full in-studio or hybrid work arrangement with relocation support.
Must have:
  • Manage and develop customer support team
  • Ensure high-quality service & effective resource planning
  • Develop and monitor KPIs & SLAs
  • Collaborate with other departments
  • Experience with ticketing systems/CRM
  • Excellent problem-solving skills
Perks:
  • Competitive salary and benefits package
  • Annual bonus
  • Share option schemes
  • Life assurance
  • Private family healthcare
  • Flexitime working hours
  • Enhanced maternity/paternity leave
  • Subsidised catering
  • Relocation support
  • Cycle to Work scheme
  • Free bike servicing
  • Social activities and events

Job Details

Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap. 

This role is offered on a full in-studio basis or a hybrid basis (typically 3 days per week in the studio). We can provide a comprehensive relocation support package as part of any offer, should you need to relocate. 

WHAT’S THE ROLE?
We are seeking an experienced Customer Support Manager to lead our dedicated and passionate Customer Support team. In this role, you will be instrumental in ensuring top-tier service is provided to players of our portfolio of games, as well as fostering a supportive and engaging environment for your team. You will work collaboratively with other departments, developing and implementing improvements and optimising technologies, and ensuring customer support initiatives align with our wider company goals.

WHAT YOU’LL BE DOING

    • Leading the Customer Support and Community Safety team ensuring high-quality service and effective resource planning to handle peak demand periods.
    • Nurturing a supportive team culture through clear communication and training & development.  
    • Developing and monitoring KPIs and SLAs to steer team objectives and priorities.
    • Collaborating closely with other departments including Community, Development, QA and Publishing functions, providing customer representation and issue summaries.
    • Maintaining effective communication, coordination and support to all levels and stakeholders.
    • Serving as the asset owner for the Customer Ticketing platform (Zendesk).
    • Defining and delivering initiatives to drive customer satisfaction and loyalty.
    • Producing reports and insights on service and product issues to inform improvements.
    • Identifying and implementing new approaches or technologies to enhance customer service.
    • Creating guidance and support materials to promote customer self-service.
    • Acting as the primary escalation point for customer complaints.
    • Ensuring compliance, quality, and consistency of service, protecting customer data and upholding consumer rights.

WHAT YOU’LL BRING

    • Demonstrable experience of managing and developing a customer support or service team, responsible for full delivery lifecycle support, and exceeding customer expectations.
    • A strong grasp of customer service best practices, including conflict resolution, customer satisfaction, and key performance indicators (KPIs) and service level agreements (SLAs).
    • Experience with ticketing system / CRM solutions, ensuring best practices and user experience.
    • Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.
WHAT WE CAN OFFER YOU
You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players. 
 
Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.  
 
We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events. 
 
We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.  

Similar Jobs

Boomi - Software Development Manager - API Control Plane

Boomi

Darmstadt, Hessen, Germany (Hybrid)
1 Day ago
Design match - Packaging Designer

Design match

(Remote)
3 Months ago
Keywords Studios - Business Development Manager

Keywords Studios

Beijing, Beijing, China (Remote)
1 Week ago
Invenio - SAP UI5/Fiori Senior Consultant

Invenio

India (On-Site)
3 Months ago
Geocaching HQ - QA Tester

Geocaching HQ

Seattle, Washington, United States (On-Site)
10 Months ago
Tesla - Customer Experience Specialist, Delivery

Tesla

Manchester, England, United Kingdom (On-Site)
2 Months ago
On Location - Ticketing Manager, Milano Cortina 2026 Olympic and Paralympic Games

On Location

Milan, Lombardy, Italy (On-Site)
3 Weeks ago
Tesla - Customer Support Supervisor

Tesla

Berlin, Berlin, Germany (On-Site)
2 Months ago
ByteDance - Transaction Monitoring Analyst - Global Payment

ByteDance

Singapore (On-Site)
6 Months ago
Hawk Eye Innovations - Match Operations Assistant - Midtjylland

Hawk Eye Innovations

Central Denmark Region, Denmark (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

hostari - Site Reliability Engineer (Remote)

hostari

(Remote)
4 Months ago
Visa - Consultant, Risk Solution Services

Visa

Atlanta, Georgia, United States (Hybrid)
5 Days ago
Netflix - Director, Growth Data Engineering

Netflix

United States (Remote)
2 Weeks ago
Room 8 Studio - Senior 2D Animator

Room 8 Studio

Bulgaria (On-Site)
3 Months ago
Google - People Partner, Cloud

Google

Shanghai, Shanghai, China (On-Site)
2 Weeks ago
Opendoor - Automation Engineer

Opendoor

Chennai, Tamil Nadu, India (Hybrid)
8 Hours ago
Palo Alto Networks - Principal, Cortex Strategy and Ops

Palo Alto Networks

Santa Clara, California, United States (Hybrid)
3 Weeks ago
Google - Account Manager, Beauty and Sports

Google

Dublin, County Dublin, Ireland (On-Site)
1 Week ago
Bombay Play - Performance marketing manager

Bombay Play

Bengaluru, Karnataka, India (On-Site)
7 Months ago
Coupa - Engagement Director

Coupa

(Remote)
7 Hours ago

Get notifed when new similar jobs are uploaded

Jobs in Cambridge, England, United Kingdom

Whatnot - Partnerships Associate (French Speaking)

Whatnot

London, England, United Kingdom (On-Site)
1 Day ago
Larian Studios - UI Designer

Larian Studios

Guildford, England, United Kingdom (On-Site)
1 Day ago
Activision - Legal Counsel - Employment

Activision

London, England, United Kingdom (Hybrid)
3 Weeks ago
The Walt Disney Company - Supervisor, DTC Content Fulfillment

The Walt Disney Company

London, England, United Kingdom (On-Site)
1 Month ago
Rebellion - Lead VFX Artist

Rebellion

England, United Kingdom (Hybrid)
1 Month ago
Rank group - Electronic Gaming Host

Rank group

Coventry, England, United Kingdom (On-Site)
6 Months ago
Glowmade - Senior Rendering Engineer

Glowmade

Guildford, England, United Kingdom (On-Site)
1 Month ago
Epic Games - Senior BCP/DR Specialist

Epic Games

London, England, United Kingdom (On-Site)
2 Weeks ago
Treck - Service Lead

Treck

Edinburgh, Scotland, United Kingdom (On-Site)
23 Hours ago
SEGA - Senior Software Engineer (Graphics)

SEGA

England, United Kingdom (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

NVIDIA - Senior NPI Program Manager

NVIDIA

Santa Clara, California, United States (On-Site)
1 Week ago
Ripple Effect  - Live Operations Lead

Ripple Effect

Vancouver, British Columbia, Canada (Hybrid)
1 Month ago
Tesla - Service Operations Lead - Poland

Tesla

Ząbki, Masovian Voivodeship, Poland (On-Site)
2 Months ago
Every matrix - Shift Coordinator

Every matrix

Batumi, Adjara, Georgia (On-Site)
5 Months ago
Google - Logistics Operations Manager, Global Server Operations

Google

Lincoln, Nebraska, United States (On-Site)
2 Weeks ago
Sphere Entertainment Co - Guest Services Supervisor (Part-Time)

Sphere Entertainment Co

Las Vegas, Nevada, United States (On-Site)
2 Weeks ago
USE Insider - Solution Architect - Istanbul

USE Insider

İstanbul, İstanbul, Türkiye (On-Site)
6 Months ago
Tesla - Compliance Partner

Tesla

London, England, United Kingdom (On-Site)
2 Months ago
Aristocrat Gaming - Project & Operations Manager – Agile-Oriented

Aristocrat Gaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Week ago
Jam City - Senior Compensation Analyst

Jam City

Culver City, California, United States (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

About The Company

We are a Boston-based startup using machine learning and AI technologies to create safer & more inclusive voice chat experiences with #ToxMod


 

Cambridge, England, United Kingdom (Hybrid)

Somerville, Massachusetts, United States (Hybrid)

Somerville, Massachusetts, United States (Hybrid)

Somerville, Massachusetts, United States (Hybrid)

Somerville, Massachusetts, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Modulate

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug