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Tripledot Studios · 2 weeks ago

Sr. Customer Support Manager (Contract)

Dallas, TX

Contract

Onsite

Senior Level

7+ years exp

Tripledot Studios is one of the largest independent mobile games companies in the world, known for its award-winning games and a strong team of over 2,500 employees. The Senior Customer Support Manager will lead the strategy and operations of the player support function, ensuring an exceptional support experience through collaboration with various teams and continuous improvement of support tools and processes.

AppsCasual GamesMobilePC Games

Responsibilities

Define and execute the customer support vision, aligning with Community and studio goals. Establish performance standards (CSAT, FTHR, response/resolution times, sentiment, quality)

Manage daily Wordscapes Support operations, including task delegation, prioritization, and performance tracking. Monitor ticket queue and adjust agent resources as needed to maintain efficiency without sacrificing support quality

Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends

Identify trends in player issues and actively participate in investigations to accelerate reproduction and resolution

Keep FAQs updated in line with game developments and identify opportunities to create bot automations, improving the automation-to-agent ratio

Develop and maintain player policies, including loyalty, VIP, escalation, compensation, and other operational guidelines to ensure consistency and fairness

Share insights and trends with Product and stakeholders; deliver weekly and monthly reports, raise risks and concerns, flag issue spikes or negative feedback, request CS tool improvements, and advocate for fixes that meaningfully improve player sentiment

Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills. Identify learning opportunities when tickets are mishandled

Partner with Analytics to generate and interpret CS dashboards, tracking KPIs, and identifying trends. Enhance internal use of SQL to improve investigations of player progress loss and restorations, as well as resource-related discrepancies

Act as the escalation point for complex or sensitive player issues

Drive improvements in CSAT, contact rate, and first-time resolution to ensure high-quality support outcomes

Qualification

Customer Support ManagementSupport Tools ProficiencyAnalytical SkillsTeam LeadershipSQL KnowledgeChange ManagementPlayer EngagementCommunication Skills