FuturLab are looking for a Customer Support Manager to join our PowerWash Simulator team
As Customer Support Manager, you will be responsible for delivering great customer support to our players to ensure they are able to enjoy a soothing and relaxing game experience free of issues
This is an exciting new role which will allow the successful candidate to establish the customer support process from the ground up
Be the first point of contact for players, providing customer support, troubleshooting and finding solutions for player issues
Provide reports on customer issues volume and severity, bugs and player feedback to project and studio leadership
Prioritise player issues and manage escalation of critical issues to project leads
Drive the creation of a knowledge base and support documentation for the projects, both internal and player-facing
Continually review and improve existing workflows and support processes to ensure customer issues are handled quickly and efficiently
Monday to Friday 9am - 5pm (No weekends, No overtime, No Crunch!)
Opportunity to work from home (UK only), out of our Brighton office, or hybrid
Requirements:
2+ years of customer support experience, preferably in the video games or technology space
Familiarity with a support ticketing platform such as Zendesk, Freshdesk or similar
Excellent written and verbal communication skills
A passion for video games and an understanding of common player issues
Familiarity with PC, console or mobile gaming platforms
