Player Support Manager
Job Summary
Job Description
- Proven games industry experience
- Helpdesk CRM system knowledge
- Excellent written communication
- Problem-solving skills
- Attention to detail
- Strong mathematical skills
- Racing game fan (PC, console, mobile)
- Bilingual (German, French, Italian, Spanish, Japanese)
- 4-Day Work Week
- Flexible working hours
- Remote work (2 days/week)
- Excellent salary
- Private health care
- Enhanced maternity/paternity leave
- Mental health initiatives
- Learning & development support
- Free snacks & drinks
- Social events
8 skills required
Job Details
Description
Player Support Manager | London | Full time
We’re Hutch, a mobile games developer & publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 280 million people, with new titles in development.
We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy.
Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way.
We believe in looking after our people, small empowered teams, complete transparency, test, learn repeat, community at the core and the freedom to focus on what truly makes a difference to our players.
We’re driven by our players! Come and Join the mission!
Player Support Manager - Top Drives
We’re looking for a Player Support Manager who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Head of Player Support, the role will focus on being the link between our players and the development team on one of our most successful titles, Top Drives. We're seeking someone who is passionate about delivering exceptional support experiences, solving problems with empathy, and building lasting trust with our community.
Responsibilities
- Respond promptly and professionally to customer enquiries
- Handle and resolve customer complaints
- Perform and record customer refunds where appropriate
- Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers
- Provide feedback on the efficiency of the customer service process
- React to emerging issues and form policy with game teams
- Liase with QA and the product teams to assess the impact of product updates on customer experience and CS volume
- Create new FAQ content
- Scale outsourced teams as necessary
- Being the first point of contact for VIP players via our CRM system
- Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them
- Monitor the customer base for new VIP customer potential
- Localisation of presets and FAQ articles
- Make use of available technology to automate interactions with Players, both to gather information and respond to common queries
- Work alongside game teams to plan and execute in game events and promotions.
- Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.
Requirements
- Proven experience working within the games industry
- Knowledge of helpdesk CRM systems (Helpshift, Zendesk or similar)
- Demonstrable communication skills (excellent written English)
- Problem solving
- Attention to detail and accuracy
- Strong mathematical skills
Bonus points
- Racing genre gaming fan: PC, Console and especially Mobile
- Bi-lingual in any of the following languages (written and spoken) - German, French, Italian French, Spanish, Japanese,
- Familiarity with performance analytics
Benefits
Life at Hutch
Our HQ is in the heart of Shoreditch in central London. We have additional offices in Dundee and Mahone Bay, Nova Scotia. We're an agile, creative team with people at the core of our values. We reward our employees with;
- Hutch is now a 4-Day Work Week company*
- Flexible working hours
- Remote working 2 days per week
- Excellent salary
- Private health care
- Enhanced Maternity (18 weeks) and Paternity leave (6 weeks)
- Access to mental health initiatives such as private mental health coaching
- Support to learn, develop and progress within Hutch
- Free snacks and drinks
- Social events, game launch parties, Thursday night drinks and much more
*This will mean that Hutch employees will work a maximum of 4 days per week (30 hours/week) Mon-Thurs, with zero reductions in pay (compared to a 5 day working week).
Our Values
- Transparent - Being transparent and open helps us to be trusted and fosters integrity.
- Humble - When we are humble we show humility, we let go of egos and we are self-aware.
- Collaborative - We value teamwork, the spirit of collaboration and the results of working together.
- Driven - We have drive and ambition and always push for the best results rather than settling.
- Adaptable - Demonstrating the ability to adapt ultimately helps us grow and helps us thrive in different situations
We value diversity and as an equal opportunity employer we encourage applications from all suitable applicants. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Please see Hutch Privacy Policy for details on how Hutch uses your personal data.
Come and find out more about Hutch. We make racing games, but it’s not the only thing that drives us - https://www.hutch.io/
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About The Company
Hutch has been voted one of the Best Places to Work in the gamesindustry.biz awards for the last 3 years in a row! Since inception in 2011, we've entertained over 300 million mobile players across game titles including Rebel Racing, F1® Clash, Top Drives, and Hot Wheels: Race Off. We’re dedicated to growing the racing genre on mobile, and enabling communities of players worldwide to celebrate their passion for cars.
People make games, and our people are the heart and soul of Hutch. We’ve created a work environment that we’re proud of and enjoy spending time in. As a team, we work together and play together. We take on creative and technical challenges to make great games and have fun along the way.
Teams at Hutch have the freedom and responsibility to make the best decisions for the players, and we are committed to making their working lives as easy and as simple as possible.
We’ve created an award-winning culture for our 100+ world-class team members, housed in our main studio in Shoreditch, London, with wider studios situated in Dundee and Canada. In December 2020 Hutch was acquired by Modern Times Group (MTG) to further accelerate opportunities to build highly diverse automotive experiences on mobile.
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