Account Manager - Player Support

5 Months ago • All levels • Operations

About the job

Job Description

Lead & manage multilingual Technical Support Representatives, ensuring a first-class customer experience. Must have experience managing customer or technical support teams.
Must have:
  • Customer Support Teams
  • Technical Support Teams
  • Live Chat Support
  • Multilingual Teams
Good to have:
  • Game Release Peaks
  • Contact Center Ops
  • Technical Escalations
  • Video Games Passion
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Description

Role: Account Manager

Department: Player Support

As our Account Manager, your role is to effectively and efficiently lead, coach, develop and manage Technical Support Representatives. You will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects assigned by the senior management team.


What you’ll be doing
• Managing a team of multilingual Technical Customer Support Representatives.
• Managing resources to ensure SLAs are met.
• Evaluating team performance to improve the campaign delivery process.
• Conducting team one to ones and performance reviews.
• Coaching and training TSRs to ensure a first-class customer experience.
• Liaising with client on a daily basis.
• Monitoring quality of the service.
• Taking an active role in planning for game release peaks in volume.
• Setting KPIs and development plans.
• People management for your team.
• Dealing with escalated customer issues.
• Any other reasonable duties as directed by line manager.

Requirements

What we’re looking for

• Experience managing customer or technical support teams.
• Experience of managing teams delivering customer support via live chat, email or phone.
• Experience of managing multilingual/bilingual teams in an outsourced environment.
• Experience of handling technical escalations/complaints.
• Sound understanding of contact centre operations and metrics.
• First rate organisational skills including the ability to prioritise and delegate effectively.
• Excellent communication skills.
• Good technical and analytical skills.
• Excellent leadership skills.
• Passion for video games.

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About The Company

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 30 years, providing industry-leading services to every part of the globe.


We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion. 

8,500+ passionate gamers

650+ top developers and publishers as clients

5.3 million hours QA testing

7 year average client partner tenure

2,500+ LQA titles


PTW is a boutique games services company with over 40 offices in 16 countries worldwide. Our range of services include quality assurance, localization, player support, community management, art production, game development, and audio production services.


We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale. 


PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657. 


The PTW family of brands includes SIDE, 1518 Studios and Entalize

Auckland, Auckland, New Zealand (Hybrid)

Braga, Braga, Portugal (Remote)

São Paulo, State Of São Paulo, Brazil (On-Site)

São Paulo, State Of São Paulo, Brazil (On-Site)

Austin, Texas, United States (Remote)

South Carolina, United States (On-Site)

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