Customer Relationship Management Manager

Job Description

The Player Support Manager leads the team and runs the support service. The role is accountable for daily operations, people development, case quality, knowledge, workload, tools, controls, and continuous improvement. Support reportedly resolves almost all player problems directly through its admin panel, with little escalation. The manager must make this direct-resolution model safe and reliable through trained agents, clear procedures, appropriate permissions, accurate records, and auditable actions. Escalation is reserved for cases outside Support's authority or tools, cases with material risk, and issues requiring a specialist decision or product change. The manager also ensures that recurring contacts and suspected defects become useful bug reports to Product. Reports should contain the affected game and build, reproduction steps where available, player impact, frequency or scope, supporting evidence, workaround, and the requested decision. Material reports should be tracked to a disposition and reflected in player communication, knowledge, and training.
Success means:
• eligible cases are resolved correctly inside Support whenever possible;
• complex cases keep a clear owner and timely player communication;
• admin-panel actions are controlled and traceable;
• service quality, workload, risks, and recurring problems are visible;
• Product receives regular, actionable bug reports and closes the feedback loop;
• the team is well coached, sustainably staffed, and able to grow within Support or prepare for suitable roles elsewhere in the studio; and repeated player harm reaches an accountable owner and receives a recorded decision.