Customer Support Manager

FuturLab are looking for a Customer Support Manager to join our PowerWash Simulator team. As Customer Support Manager, you will be responsible for delivering great customer support to our players to ensure they are able to enjoy a soothing and relaxing game experience free of issues. This is an exciting new role which will allow the successful candidate to establish the customer support process from the ground up.

Responsibilities

• Be the first point of contact for players, providing customer support, troubleshooting and finding solutions for player issues
• Provide reports on customer issues volume and severity, bugs and player feedback to project and studio leadership
• Prioritise player issues and manage escalation of critical issues to project leads
• Drive the creation of a knowledge base and support documentation for the projects, both internal and player-facing
• Continually review and improve existing workflows and support processes to ensure customer issues are handled quickly and efficiently

• 2+ years of customer support experience, preferably in the video games or technology space
• Familiarity with a support ticketing platform such as Zendesk, Freshdesk or similar
• Excellent written and verbal communication skills
• A passion for video games and an understanding of common player issues
• Familiarity with PC, console or mobile gaming platforms
• Self-motivated and able to work autonomously

• Competitive salary (dependent on experience)
• Performance related bonus.
• Bi-annual salary reviews based on your performance.
• Monday to Friday 9am - 5pm (No weekends, No overtime, No Crunch!)
• Opportunity to work from home (UK only), out of our Brighton office, or hybrid.
• 21 days annual leave + 9 Bank Holidays, which includes our very own FuturLab Bank Holiday!
• 2 Duvet Days. (No questions asked)
• Extra day off for your birthday.
• Studio closure over the Christmas period.
• 5 paid training and 2 paid volunteer days per year to work on your personal development.
• Opportunities to attend and speak at gaming events/conferences.
• Free MS Game Pass or PS+ subscription
• Free game codes, game swag and merchandise.
• Bike2work scheme.
• Enhanced Maternity - 9 months full pay (statutory benefit topped up by FL)
• Paternity leave - 8 weeks full pay
• Enhanced Sick Pay.
• Enhanced Pension.
• Private Healthcare, includes dental and optical cover.
• Remote therapy service through Spill -8 x 50-minute virtual sessions over 6 months whenever you need them. Unlimited ‘ask a therapist’ text questions.
• Eye tests & standard glasses for display work.
• Amazing offices with a great culture. E.g. Regular social activities, Free fresh fruit, Free iced treats in the Summer and Free locally roasted, Small Batch Coffee and Speciality Teas!

FuturLab foster an inclusive and welcoming culture, check out the Life at FuturLab page (www.futurlab.co.uk/life-at-futurlab) for reasons why you’d love working here! 

If you have the skills, experience and passion for the role then please get in touch as we’d love to hear from you!  

To apply, click here:  and attach your latest CV and cover letter/portfolio link.

Equal Opportunities
We welcome applicants from all backgrounds and are committed to making reasonable adjustments to the recruitment process as required, please add any adjustment requests to your application.

Candidates without a valid UK work Visa cannot be considered.