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Outsource Manager, Customer Support (12 month temp)

Customer Support | Emeryville, CA | Temporary

Job Description

NEXON M is a mobile game publisher and developer based in the SF Bay Area in Emeryville. Founded in 2013, NEXON M focuses on free-to-play games for mobile and counts some of the world’s best developers as its partners, including Big Huge Games, maker of the top-grossing game DomiNations, and Particle City.

NEXON M’s focus on free-to-play games for mobile can be traced to our roots as a subsidiary of NEXON Corp. As Korea’s largest game company, NEXON is known for having created the first free-to-play games in the early 2000′s and has multiple games which recently passed their 10-year anniversaries of live operation.

We’re looking for an Outsource Manager, Customer Support to help oversee our outsourced operation and level-up the output and performance of our support agents. The ideal candidate understands what creates a memorable customer service interaction and has a proven record of driving agent performance towards established goals and KPIs. Whether you’re digging into large sets of data or getting hands-on with a single mishandled issue, you should always maintain a player-oriented mindset and be able to deliver thoughtful insights along the way. Quality service should be second nature to you and your written communication should be stellar.

Responsibilities:

  • Lead Customer Support quality & performance initiatives

    • Oversee the development of a new Customer Satisfaction survey program

    • Define goals, track progress, and facilitate growth for KPIs (Customer Satisfaction, First Contact Resolution, Productivity, Accuracy)

    • Identify opportunities for improvement including mishandled contacts and provide actionable feedback to outsourced leadership team

    • Develop and maintain quality reporting standards

  • Assist with the supervision of outsourced support team

    • Assist with day-to-day operations, answer questions, and address concerns

    • Manage accounts and tools access for incoming and outgoing agents

    • Work with outsourced leadership team in refining best practices for success

  • Take ownership of customer concerns that require internal solutions to resolve

    • Coordinate with the team on sensitive issues, high-priority contacts, and extraordinary circumstances as needed

    • Address issues requiring internal tools that cannot be made available to outsourced team

  • Manage mass-targeted, external communications

    • Edit and refine FAQ content for external support site

    • Author mass messaging for large-scale, emergent issues

Qualifications:

  • 5 years of experience in a Customer Support environment

  • 2 years experience managing CS teams with proven ability to drive performance toward targeted KPIs

  • Education: Associate’s Degree or comparable work experience

  • A passion for customer service and gaming

  • Experience working with offshore outsourced teams

  • Proficiency with CRM software (ex. Helpshift, Salesforce,Zendesk)

  • Outstanding written communication. Words are your sword, bad grammar is your enemy

  • Must be adaptable and flexible, capable of tackling a dynamic workload and juggling multiple tasks as they arise

  • Self-sufficient, can prioritize tasks and achieve goals with minimal oversight

Bonus

  • CS experience in gaming or tech industries

  • Background in technical writing

  • Experience with Training, Coaching, Learning & Development

 

This is a 12 month temporary position with NEXON M (nexonm.com). Our studio is located in Emeryville, CA.