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Player Support Manager (TV Game company)

Job Title: Player Support Manager (TV Game company)
Contract Type: 正社員
Location: Tōkyō
Salary: 7 - 15 Million Yen Annually
Start Date: TBA
REF: MP602499
Contact Name: Mike Pollard
Contact Email:
Job Published: 約3年 前

Job Description

You Will:

  • Organize and oversee the ongoing development of Player Support experience from both Japanese staff and players' perspective, including defining standards and ways of measuring success, creating QA guidelines, hiring new team members, and personally assisting with player issues all while staying attuned with local cultural values and expectations
  • Build and manage external vendor relationship to ensure the quality bar remains at its highest for the player’s support experience
  • Act as the voice of the player sharing their comments in order to collaborate with co-workers and external vendors to solve player issues; establish Player Support as the key component of Tokyo office's mission to always put players first
  • Craft ongoing training programs, curriculum, and initiatives designed to enhance Tokyo office’s understanding of current, improved, and new support tools and methods
  • Utilize metrics and analyze data to assess if the Player Support tools and methods are effective, then use that info to streamline the PS process focusing on reducing player pain points, tickets, and rapid first-response time
  • Team up with developers to identify and fix potential support issues before new releases go live


Required Skills

  • Player-focused: your passion for gaming keeps you brainstorming the best ways to serve players with the best gaming experience possible
  • A support savant: you’ve leveled up to legendary in support, having spent eight-plus years accumulating XP, with five of them managing ticket and live chat-based help environments; you may have even dabbled in some community development as you headed up the team’s efforts
  • A live service genius: your three-plus years of XP in working within or directing a live service engine means you understand that tickets equal immediate feedback, action, and resolution of the problems themselves, not “fixes”
  • Sagely inspiring: your optimism-based leadership skills help teams gel into unbreakably bonded cells of player support, and you’ve got the track record of leading successful support teams and implementing game-changing service tactics to back up your wise words
  • Self-motivated: you meet challenges with gusto, taking initiative to assume responsibilities and writing the instruction manual where none exists; impossible is your favorite kind of possible
  • Mentally agile: you’re flexible and globally aware (you may even speak multiple languages) and enjoy gaining perspective outside your office; you possess a degree, but know that real-life applications and the people around you always have something important to teach you
  • An Office pro: your abilities with Word, Excel, and Outlook eclipse their mundanity and elevate them to a whole new plane of expert efficiency