Modulate

Customer Support Manager

Open to opportunities

General Application

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.

<div class="section page-centered" data-qa="job-description"><div><span style="font-size: 16px">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.&nbsp;</span></div><div><br></div><div><span style="font-size: 16px;"><i>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.&nbsp;</i></span></div><div><br></div><div><b style="font-size: 32px;">WHAT’S THE ROLE?</b></div><div><span style="font-size: 16px;">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.</span></div></div><div class="section page-centered"><div><h3>WHAT YOU’LL BE DOING</h3><ul class="posting-requirements plain-list"><ul><li>Leading the Customer Support and Community Safety team ensuring high-quality service and effective&nbsp;resource planning to handle peak demand periods.</li><li>Nurturing a supportive team culture through clear communication and training &amp; development. &nbsp;</li><li>Developing and monitoring KPIs and SLAs to steer team objectives and priorities.</li><li>Collaborating closely with other departments including Community, Development, QA and Publishing functions, providing customer representation and issue summaries. </li><li>Maintaining effective communication, coordination and support to all levels and stakeholders. </li><li>Serving as the asset owner for the Customer Ticketing platform (Zendesk).</li><li>Defining and delivering initiatives to drive customer satisfaction and loyalty.</li><li>Producing reports and insights on service and product issues to inform improvements.</li><li>Identifying and implementing new approaches or technologies to enhance customer service.</li><li>Creating guidance and support materials to promote customer self-service.</li><li>Acting as the primary escalation point for customer complaints.</li><li>Ensuring compliance, quality, and consistency of service, protecting customer data and upholding consumer rights.</li></ul></ul></div></div><div class="section page-centered"><div><h3>WHAT YOU’LL BRING</h3><ul class="posting-requirements plain-list"><ul><li>Demonstrable experience of managing and developing a customer support or service team, responsible for full delivery lifecycle support, and exceeding customer expectations.</li><li>A strong grasp of customer service best practices, including conflict resolution, customer satisfaction, and key performance indicators (KPIs) and service level agreements (SLAs).</li><li>Experience with ticketing system / CRM solutions, ensuring best practices and user experience.</li><li>Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.</li></ul></ul></div></div><div class="section page-centered" data-qa="closing-description"><div><b style="font-size: 18px">WHAT WE CAN OFFER YOU</b></div><div><span style="font-size: 16px">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.&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">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.&nbsp;&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">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.&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">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.&nbsp;&nbsp;</span></div></div>

thumbnail_Rockstar.webp

Rockstar.webp

Rockstar Jobs

thumbnail_EA.webp

EA.webp

EA Jobs

thumbnail_Playstation.webp

Playstation.webp

Playstation Jobs

small_Ubisoft.webp

thumbnail_Ubisoft.webp

Ubisoft.webp

Ubisoft Jobs

thumbnail_Epic Games.webp

Epic Games.webp

Epic Game Jobs

thumbnail_Riot Games.webp

Riot Games.webp

Riot Jobs

08cafc09dac48d655284704f063dc64e.webp

CDPR Jobs

80ad888d-4837-48d9-8b65-0ffdee910f35.webp

Krafton Jobs

thumbnail_a14feb4b393500244d0b8864bda07b2c.webp

a14feb4b393500244d0b8864bda07b2c.webp

Twitch Jobs

thumbnail_865c7fd0-1ffd-4000-80b6-1e69d6665257.webp

865c7fd0-1ffd-4000-80b6-1e69d6665257.webp

Larian Jobs

thumbnail_02_21_2024__11_00_53.webp

02_21_2024__11_00_53.webp

Wargaming Jobs

medium_naughty dog.webp

small_naughty dog.webp

thumbnail_naughty dog.webp

naughty dog.webp

Naughty Dog Jobs

large_netflix.webp

medium_netflix.webp

small_netflix.webp

thumbnail_netflix.webp

netflix.webp

Netflix Jobs

large_supercell.webp

medium_supercell.webp

small_supercell.webp

thumbnail_supercell.webp

supercell.webp

Supercell Jobs

zynga_logo.jpg

Zynga Jobs

Test your Unity Animations knowledge with this quiz! Explore concepts like Animator Controller, Blend Trees, and many more.

Test your Unity UI knowledge with this quiz! Explore essential concepts like Canvas, EventSystem and many more. 

Challenge yourself with this Unity Input System quiz! Test your skills in input mapping, device handling, and action events.

Take your Unity skills to the next level with Part 3 of this quiz, covering scripting, physics, rendering, and performance optimization!

Test your Unity expertise with this quiz, covering initialization to advanced rendering and physics!

Test your Unity knowledge with this comprehensive quiz, covering everything from MonoBehaviour basics to advanced physics, rendering, and optimization techniques across multiple difficulty levels!

Assess your knowledge of Unity's Rigidbody component and its advanced physics interactions with this in-depth quiz!

Test your understanding of Unity’s Physics, Movement, and MonoBehaviour with this insightful beginner-friendly quiz!

Dive into the fundamentals of open-world game development in Unity with this beginner-friendly quiz.

Challenge yourself with this beginner-friendly quiz on building an endless runner in Unity!

Test your beginner-level knowledge of Unity platformer development with this engaging quiz.

Test your basic knowledge of Unity and Unreal Engine with this beginner-friendly quiz on game development fundamentals.

This assessment evaluates your understanding of Unity's component-based architecture, how GameObjects and their components interact, the hierarchy system with nested GameObjects, and how to reference them in scripts.

This assessment evaluates your understanding of Unity's NavMesh system, including navigation baking, NavMeshAgents, pathfinding, obstacles, and scripting interactions with NavMesh to create AI-driven movement.

An assessment to test the correct usage of Unity's events and lifecycle functions in the context of the game "Clash Royale"

<p>- This assessment gives us an idea of your C++ skills<br>- Companies that evaluate this skillset in interviews: <strong>Rockstar Games, Ubisoft, Mayhem Studios, etc.</strong><br>- 10 Multiple Choice questions<br>- Average time to complete: <strong>7 to 10 minutes</strong></p>

<p>Let's assess your Data Structures! 📋<br>&nbsp;- This assessment gives us an idea of your problem solving skills using DSA<br>- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.<br>- 10 Multiple Choice questions<br>- Average time to complete: 7 to 10 minutes</p>

<p>Let's assess your Programming Patterns! 📋</p><p>- This assessment gives us an idea of your code architecture skills<br>- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.<br>- 10 Multiple Choice<strong> </strong>questions<br>- Average time to complete: 7<strong> </strong>to 10 minutes</p>

<p>Let's assess your OOPs skills! 📋</p><p>- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills<br>- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.<br>- 10 Multiple Choice questions<br>- Average time to complete:<strong> </strong>7 to 10 minutes</p>

<p>Let's assess your Unity Skills 📋<br><br>- This assessment gives us an idea of your Unity fundamentals<br>- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.<br>- 9 questions: 9 Multiple Choice<br>- Minimum score needed to qualify: 80%<br>- Average time to complete: 5 to 10 minutes</p>

Rocket

Renewal Account Executive

Hudl

Solutions Consultant

Single Store

Platform Engineer, Infrastructure

Fandom 

Head Of Commercial

Tekion Corp

Senior Manager - Documentation

Electronic Arts

People Partnerships Associate

Assistant Producer - EA SPORTS FC

London stock Exchange

Senior Data Engineer

Data Lineage Engineer

The Renewal Account Executive manages Rocket Software clients and partners, focusing on maintaining and growing renewal rates, and establishing partner/client relationships to retain customers and identify upsell opportunities. Responsibilities include communicating the maintenance value proposition, managing negotiations, writing proposals, and completing renewals before the due date. They also serve as a liaison between customers and Rocket teams to resolve escalated issues to maximize maintenance revenue. They are the primary owner for executing the overall contract renewal process, following established procedures, and consistent Renewal Sales.

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.At Rocket, software is about more than just code—it’s about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we’re serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Senior Technical Support Engineer

Senior Talent Acquisition Partner

Account Executive

Associate Order Management Specialist

Information Developer II

Software Engineer in Test III - ZOWE project

License Management Specialist

Associate Commissions Analyst

Senior Sales Engineer

<p style="text-align:left"><b><span>It's fun to work in a company where people truly BELIEVE in what they're doing!</span></b></p><p style="text-align:inherit"></p><p style="text-align:left"><b><span>Job Description Summary:</span></b></p><p style="text-align:inherit"></p>The Renewal Account Executive manage Rocket Software clients and partners with a focus on maintaining and growing renewal rates and establishing partner/client relationships with a focus on retaining customers and identifying opportunities for upsell. Responsibilities include communicating the maintenance value proposition, managing negotiations, writing proposals, and completing renewals before due date. Serve as liaison between customers and appropriate Rocket teams to resolve escalated issues and to maximize maintenance revenue.  They are the primary owner for the execution of the overall contract renewal process by following established procedures and consistent Renewal Sales.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b>Essential Duties and Responsibilities</b>:</p><p></p><p><b>Build long term relationships with key customers</b> <b>(region/revenue size dependent) (50%)</b></p><ul><li>Proactive and regular customer outreach</li><li>Profile and document customer intel</li></ul><p></p><p><b>Minimize cancellations/ Maximize renewal revenue (25%)</b></p><ul><li>Manage price increases in renewal opportunity process</li><li>Educate the value of support</li><li>Negotiate renewals</li></ul><p></p><p><b>Liaise with Rocket teams (10%)</b></p><ul><li>Collaborate with Sales Account Executives regarding issues or concerns surrounding the successful selling of renewals to their accounts</li></ul><p></p><p><b>Cross/Upsell (15%)</b></p><ul><li>Identify new opportunities for additional capacity and cross sell and refer those opportunities to Sales Account Executives</li><li>Handle complex escalations</li><li>Monitor renewal metrics for success&nbsp;</li><li>Renewal forecasting and pipeline reporting</li></ul><p></p><p><b>Required Qualifications: </b></p><ul><li>5+ years equivalent business experience, with preferable 2+ years in managing customer relationships</li><li>Strong written and verbal communication skills; strong German language skills are required.</li><li>Experience with a sales automation system, <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">preferable&nbsp;Salesforce.com</span></li><li>Ability to influence and negotiate</li><li>High Energy and passion towards solving customer needs</li><li>Customer Focus: Proactive, responsive, and focused on discovering, anticipating, and meeting the customer’s needs by leveraging internal resources</li><li>Resilience: Persists in the face of obstacles or rejection. Does not give up when things do not go smoothly.</li><li>Ability to be set and achieve goals with minimal management support/coaching.</li><li>Committed to Rocket Software core values of Empathy, Trust, Humanity and Love</li></ul><p></p><p><b>Information Security:</b></p><p>Information security is everyone’s <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">responsibility.&nbsp;</span> A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.</p><p></p><p><b>Diversity, Inclusion &amp; Equity:</b></p><p>At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.</p><p></p><p>#LI-SD1</p><p>#LI-Remote</p><p></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.This position is eligible for commissions in accordance with the terms of the company’s plan.<p></p><p><b><span>What Rocket Software can offer you in Vilnius: </span></b></p><ul><li><h2>Health Insurance: Choose from 3 great options!</h2></li><li><h2>Generous Time Off: Enjoy 25 days of annual leave, plus Juneteenth as an extra day off for everyone.</h2></li><li><h2>Rocket enhanced parental leave benefit.</h2></li><li><h2>Easy Sick Days: Get 6 days of fully paid sick leave without needing a medical certificate.</h2></li><li><h2>Employee Assistance Program – Digital Courses &amp; Meditations, Certified Personal Coaching &amp; Personal Therapy sessions.</h2></li><li><h2>Workcation Policy: Enjoy the flexibility to work from a vacation spot, combining work and leisure.</h2></li><li><h2>Choose your own hybrid/remote work model.</h2></li><li><h2>Tuition Reimbursement and Certificate Reimbursement Program opportunities.</h2></li></ul><p></p>Annual salary range for this position is between €27,000.00 - €50,200.00 gross before taxes.<p style="text-align:inherit"></p><p style="text-align:left"><span>Salary range applies only to candidates in Lithuania</span></p><p style="text-align:inherit"></p><p style="text-align:left"><span>Salary offer for the candidate is determined based on the predefined salary ranges for the position and depends on the level of competence and experience of the candidate.</span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left">Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.</p><p style="text-align:inherit"></p><p style="text-align:left">Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. &nbsp;If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to <span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span class="WIO0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">people@rocketsoftware.com.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> &nbsp;We will make a determination on your request for reasonable accommodation on a case-by-case basis.</p><p style="text-align:inherit"></p><p style="text-align:left"><i>If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</i></p>

Follow Mayank - career advice

Follow Mayank Grover for game development resources

Free | C# | Midnight Pizza Fight

Free | C++ | Lethos

Free | C++ | Pong

Follow Abhishek - tech content

Follow Abhishek Smith for game programming content

This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.