Ubisoft, a global leader in the video games and entertainment software industry, is seeking a Manager, MMO for its North Carolina office . As the Manager for MMO Customer Support, you will be responsible for leading the department that will provide in game, out of game, and billing/payment support and Game Mastering for Ubisoft’s free to play online, games. You will drive a high degree of customer service and retention while achieving departmental and company objectives.
You will develop, manage, and oversee the activities of the MMO customer service staff within the company by assuming overall responsibility for planning, staffing, implementing and maintaining costs.
You will define, implement and administer customer service policies, processes, procedures and training. You will identify, analyze and recommend customer service tools; and oversee the development and management of support tools, materials and procedures for customer. You will oversee service operations including development of deep and detailed knowledge bases. You will collaborate with developers and production teams to provide feedback to help improve the game experience for the customer. You will create and maintain support-staffing models to ensure the company is exceeding support goals and ensuring the team is able to adapt as the business needs change. You will create customer service reporting systems to show progress, value and ROI. You will provide regular reports and analysis of customer service statistics to management. You may be called upon to perform other duties as assigned.
5+ years of customer service experience 2+ years management experience Online gaming experience preferred Experience with a range of customer service platforms such as live chat, call centers, email, ticket systems, etc. Experience working with multiple international or multi-region efforts Experience designing and building user-centered scalable service Solid experience in creating department strategic plans, managing department budget, as well as experience handling day-to-day tactical planning and reporting Customer Support experience in various industries a plus.
- Bachelor’s degree or equivalent experience
You will have excellent interpersonal and communication skills. You will be able to demonstrate knowledge of internet technologies, online gaming and/or multiplayer gaming. You will be able to understand and translate player needs into strategic goals and programs. You will possess knowledge of customer relationship management and software systems. You should be able to establish productive working relationships across the organization. You should have exceptional organization and time management skills. You should have strong collaborative skills – works well with other groups, teams, leaders, and customers, and would need to possess the ability to lead others in department to do this. You should have strong leadership and problem solving skills. You should be able to manage shifting priorities in a fast paced environment. You should be customer-focused.
Ubisoft is a leading producer, publisher and distributor of interactive entertainment products worldwide and has grown considerably through a strong and diversified line-up of products and partnerships. Ubisoft has offices in 26 countries and has sales in more than 55 countries around the globe. It is committed to delivering high-quality, cutting-edge video game titles to consumers. For the 2011-12 fiscal year Ubisoft generated sales of €1,061 million. To learn more, please visit: www.ubisoftgroup.com .
Ubisoft is an EOE and offers competitive salaries and a complete benefits package.
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