Associate Customer Support Manager

Big Fish Games - Seattle, WA (30+ days ago)3.8


COME PLAY!

Since its founding in 2002, Big Fish has been the world’s largest producer and distributor of casual games, with titles which continuously land us at the top of app store charts. Today, we’re bounding into the mid-core space, exploring new and exciting forms of gameplay, and producing more fun than ever! Big Fish is home to six individual studios, each with its own unique style of game-play. Together, we’re united under a common goal: to produce and develop the very best in mobile gaming, and bring fun and entertainment to our millions of customers across the globe!

THE MISSION

We are looking for a highly motivated and dynamic Associate Customer Support Manager to join our team. This role will support Self Aware Games from our Seattle location.

At Big Fish, our focus is on customer satisfaction with the goal of every customer walking away satisfied. This position will oversee a team of CSRs who provide a superior customer service experience. The successful candidate will be customer-centric, have exceptional interpersonal and analytical skills, a proven ability to multitask in a fast-paced environment, and be able to motivate their team. As the Associate Manager, you will demonstrate a commitment to quality and the development of your team.

THIS INCLUDES…

Manage a team of Customer Service Representatives
Support and demonstrate commitment to quality principles
Motivate others by leading by example in a team environment
Coach and provide feedback on a consistent basis
Cultivates superior customer service by working with QA to improve team performance and quality
Conduct regular one-on-ones and team meetings to communicate individual goals and team objectives
Pin-point site issues and work with operations to fix any issues the customer may experience
Manage team performance and work to ensure each Rep adheres to company policies and procedures
Take the lead on special projects and perform additional duties as required
Communicate with producers regarding bugs and follow up to ensure solutions have been implemented.

REQUIRED ABILITIES, ACHIEVEMENTS, AND XP

Experience supporting users of PC and mobile downloadable games, preferably casual titles
Project management skills; ability to implement and manage projects across multiple areas
Follow-up skills and ability to meet aggressive deadlines
Strong oral/written communications and analytical skills
Computers skills to include MS Suite with strong emphasis in Excel
YOU ARE

Energetic; an out-going person who is capable of working with all levels of the Customer Support department
Able to integrate with an existing team
Able to be a leader, while at the same time, remain approachable for your team
Able to solve problems by thinking outside of the box, rather than accepting limitations
Decisive, creative, and able to drive results
Want to discover more about life at Big Fish? Check us out on TheMuse.com!

This role is not eligible for any company sponsored immigration visas.