Customer Service Manager

6 Months ago • 4 Years + • Customer Service • $60,000 PA - $80,000 PA

Job Summary

Job Description

Daybreak Games seeks a Customer Service Manager to champion outstanding player support, manage teams, and drive process improvements. Experience in online gaming, strong communication skills, and a passion for game development are essential.
Must have:
  • Customer Service
  • Online Gaming
  • Management Role
  • Problem Solving
Good to have:
  • CRM Systems
  • Fraud Detection
  • Daybreak Games
  • Game Development
Perks:
  • On-site Fitness
  • Game Nights

Job Details

Position Title: Customer Service Manager

Studio/Department: Customer Service

Employee Type: Full Time, Regular

Location:San Diego, CA / Remote (Daybreak Approved Remote Locations (CA, WA, TX, NY)

Salary Range: $60,000 - $80,000, pay may vary on location.

ABOUT OUR STUDIO

Our headquarters is where the gaming culture and Southern California lifestyle meet, creating a vibrant work environment that epitomizes our belief that every day should be well played. Daybreak San Diego is the home of Darkpaw Games, creators of the legendary EverQuest and EverQuest II games. This is also the home of Rogue Planet Games, the award-winning MMOFPS PlanetSide 2 developer.

The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location. Access to the local gym, as well as on-site fitness classes, game nights, and a strong appreciation for the local craft brew scene (we even turned one of our original game servers into an on-site kegerator), are just some of the ways that make working at Daybreak (San Diego) exciting! Working here is about being part of a community.

Find out more about our studio atwww.daybreakgames.com.

THE OPPORTUNITY

Daybreak Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain, as well as continuously improve, processes to facilitate the highest level of customer support. This position will report to the Sr. VP of Operations.

RESPONSIBLITIES:

  • Champion outstanding customer service for all players while maintaining a customer comes first mindset
  • Assure agents are assisting customers in a professional and courteous manner
  • Manage time, personnel, and resources to ensure the most robust, effective, and efficient support
  • Work closely with the creative development team to assess, create, and implement innovative solutions
  • Use analytics to evaluate and act upon KPIs—use this data to drive process and flow improvements
  • Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
  • Coach and mentor teams to uphold high performance and positive morale
  • Facilitate excellent communication between studio leads and Customer Service department
  • Expertly handle complex player escalations with compassion and understanding
  • Evaluate data to determine fraud vectors and possible exploits

Requirements & Skills:

  • 4+ years’ experience in a Customer Service supervisory or management role
  • Bachelor’s Degree or equivalent experience
  • Experience with online gaming communities, either as a player or industry work
  • Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
  • Knowledge of CRM systems such as Zendesk
  • Knowledge of analytics generation and evaluation to drive business decisions
  • Working knowledge of using a calm demeanor to handle escalating situations with impartiality
  • Excellent and effective problem solving and time management skills
  • Effective verbal communication and written skills
  • Creative, self-driven with a strong work ethic
  • A passion for game development and technology
  • Knowledge of Daybreak Games’ titles
  • Knowledge of an array of video games on PC and consoles
  • Knowledge of Game development

ABOUT OUR COMPANY

Daybreak Game Company LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as DC Universe™ Online, PlanetSide®, EverQuest®, and Dungeons and Dragons Online®, Daybreak creates, develops, and provides compelling online entertainment for millions of gamers worldwide. We are the game publisher for Darkpaw Studios, Rogue Planet Gaming Studio, Dimensional Ink Games, and Standing Stone Games. To top it off, we are making games in three of the coolest cities in the United States: San Diego, Austin, and Boston. We make games that bring people together and build lasting communities and are totally devoted to delivering the ultimate gaming experience! Find out more about our company atwww.daybreakgames.com.

Be Aware of Fraudulent Recruiting Activities

Daybreak Game Company will never ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or through online messaging apps (WhatsApp, Hangouts). We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Daybreak Game Company’s People & Culture team at people@daybreakgames.com if you encounter a recruiter or see a job opportunity that seems suspicious.

**Daybreak Game Company, LLC. is an Equal Opportunity Employer, committed to Diversity in the workplace.**

Similar Jobs

Starkflow - Project Manager

Starkflow

Karnataka, India (Hybrid)
2 Weeks ago
Team Liquid - Accountant, EU

Team Liquid

Utrecht, Utrecht, Netherlands (On-Site)
1 Week ago
PlatinumGames - Game Designer

PlatinumGames

(On-Site)
2 Weeks ago
Invenio - Incident Manager

Invenio

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
1 Month ago
PwC - Senior Associate - Assurance RISQ

PwC

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
5 Months ago
Payactiv - Director of Card Services

Payactiv

Milpitas, California, United States (Hybrid)
6 Months ago
Evolution - Customer Service - Korean Speaking Online Game Show Host - $24.75/hour + bonus (Online Casino)

Evolution

Burnaby, British Columbia, Canada (On-Site)
8 Months ago
TransPerfect - Player Support Agent - Japanese

TransPerfect

Dublin, County Dublin, Ireland (On-Site)
9 Months ago
Amber - Customer Support Agent with English and Japanese

Amber

Manila, Metro Manila, Philippines (On-Site)
11 Months ago
Mashgin - Deployment Engineer - Missouri

Mashgin

St. Louis, Missouri, United States (Remote)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

OLIVER Agency - Associate Creative Director

OLIVER Agency

Manila, Metro Manila, Philippines (On-Site)
17 Hours ago
Gametion Technologies   - Senior QA Engineer

Gametion Technologies

Navi Mumbai, Maharashtra, India (On-Site)
6 Months ago
Next Level Business Services - Network Engineer

Next Level Business Services

New York, New York, United States (On-Site)
6 Months ago
Trackman - Sales Representative - South Georgia & North Florida

Trackman

Atlanta, Georgia, United States (Hybrid)
1 Month ago
SLB - Early Careers - Human Resources

SLB

Magrahat-II, West Bengal, India (On-Site)
5 Months ago
Bungie - Contract Destiny Marketing Manager

Bungie

(Hybrid)
2 Months ago
NinjaVan - Intern, Finance

NinjaVan

Subang Jaya, Selangor, Malaysia (Hybrid)
6 Months ago
Milestone - Inside Channel Manager

Milestone

Belgium (On-Site)
2 Weeks ago
The Walt Disney Company - Executive Assistant - WDI Graphic Design

The Walt Disney Company

Glendale, California, United States (On-Site)
2 Days ago
Mattel  Inc  - American Girl NYC - Personal Shopper Assistant (Seasonal)

Mattel Inc

New York, New York, United States (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in San Diego, California, United States

ByteDance - Site Reliability Engineer Graduate (Technical Infrastructure) - 2025 Start (BS/MS)

ByteDance

San Jose, California, United States (On-Site)
6 Months ago
ByteDance - Research Scientist Graduate (Foundation Model - Vision and Language)

ByteDance

Seattle, Washington, United States (On-Site)
3 Months ago
Google - Display Manufacturing Test and Partnerships Lead

Google

Fremont, California, United States (On-Site)
1 Week ago
Cyara - Account Executives (East)

Cyara

United States (Remote)
5 Months ago
Sledgehammer Games - Senior Gameplay Engineer

Sledgehammer Games

Foster City, California, United States (On-Site)
1 Month ago
IMC - Senior Commercial Attorney

IMC

Chicago, Illinois, United States (On-Site)
17 Hours ago
Onward Search - Inside Sales Representative

Onward Search

San Francisco, California, United States (Remote)
2 Weeks ago
Netflix - Software Engineer (L5) - Java Integration Framework (JIF)

Netflix

Los Gatos, California, United States (On-Site)
6 Months ago
Barracuda Networks  Inc  - Lead Development Representative

Barracuda Networks Inc

Atlanta, Georgia, United States (Hybrid)
1 Month ago
Hawk Eye Innovations - NBA Operations Lead - Officiating

Hawk Eye Innovations

Atlanta, Georgia, United States (Hybrid)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Evolution - Customer Service - Japanese Speaking Game Presenter (No experience required)

Evolution

Burnaby, British Columbia, Canada (On-Site)
6 Months ago
Evolution - Customer Service - Korean Speaking Online Game Presenter - $24.75/hour + bonus (Live Casino Dealer)

Evolution

Burnaby, British Columbia, Canada (On-Site)
7 Months ago
Evolution - Customer Service - Japanese Speaking Game Presenter (No experience required)

Evolution

Burnaby, British Columbia, Canada (On-Site)
7 Months ago
Mashgin - Deployment Engineer - Georgia

Mashgin

Atlanta, Georgia, United States (Remote)
6 Months ago
TransPerfect - Player Support Agent - Japanese

TransPerfect

Dublin, County Dublin, Ireland (On-Site)
9 Months ago
Mashgin - Deployment Engineer - Missouri

Mashgin

St. Louis, Missouri, United States (Remote)
6 Months ago
Mashgin - Deployment Engineer - Tennessee

Mashgin

Nashville, Tennessee, United States (Remote)
6 Months ago
Mashgin - Deployment Engineer - North Carolina

Mashgin

Charlotte, North Carolina, United States (Remote)
6 Months ago
Payactiv - Director of Card Services

Payactiv

Milpitas, California, United States (Hybrid)
6 Months ago
Evolution - Customer Service - Korean Speaking Online Game Presenter - $24.75/hour + bonus (Live Casino Dealer)

Evolution

Burnaby, British Columbia, Canada (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Exploring the cosmos of gaming, where every player becomes a space-faring hero.

San Diego, California, United States (Remote)

San Diego, California, United States (Hybrid)

San Diego, California, United States (Remote)

San Diego, California, United States (Remote)

San Diego, California, United States (Hybrid)

San Diego, California, United States (Hybrid)

California, United States (Remote)

California, United States (Remote)

San Diego, California, United States (Hybrid)

San Diego, California, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Daybreak Game Company LLC

Level Up Your Career in Game Development!

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

Job Common Plug