career

Customer Service Manager

Posted on / 05.04.17

Visionary Realms is seeking a Customer Service Manager to meet the needs of our growing customer base. The Customer Service Manager shall have a strong CS background and experience in recruiting, managing and leading teams.

Responsibilities:

  • Help design and organize Pantheon’s Customer Service Department. The department will start with just the Manager (requiring the person to be, at least initially, hands on). Then as the game grows and passes from Alpha to Beta and then release, the CS Manager will build the department and their team of both in-game GMs and out-of-game support as necessary
  • Manage time, personnel and resources for customer support needs for our MMO Pantheon: Rise of the Fallen
  • Primary point of contact for development teams for customer support related needs and issues
  • Lead Team Members (supervisors, game masters and agents), fostering their professional development and growth via effective coaching and communication, promoting teamwork and cooperation
  • Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
  • Forecast and refine staffing levels to assure adequate staffing levels
  • Communicate expectations to employees and provide timely updates and changes
  • Provide subject matter expertise in handling escalated player contacts as needed
  • Develop and stay current on internal work processes, policies and procedures
  • Promote Visionary Realms values through both behavior and attitude, including being an advocate for your team members

Experience:

  • Excellent communication skills, both written and verbal
  • Management experience in a contact center environment
  • Demonstrated ability to lead teams in multi-tasking, prioritization, and meeting timelines of deliverables
  • Work well under pressure and follow through on tasks to completion
  • Willingness to work a flexible schedule — when the game is in late Beta and after release 24/7 accessibility is essential
  • Self-motivated, with a strong work ethic

Location:

This position is located at Visionary Realms HQ in North San Diego County, California

To apply please send a cover letter along with your current resume to jobs0517@visionaryrealms.com