Site Manager: PEI Player Support Team

kabam

Kabam

As the Site Manager for Player Support on Prince Edward Island, you will help Kabam players by directing a team of Customer Support Associates to respond quickly and effectively to inquiries. Additionally you will act as the principal point of contact between Player Support and the Development Teams on Prince Edward Island.

Team: At Kabam, we are motivated by delivering a support experience that exceeds expectations for our Kabam players. Our Customer Support team is at the center of this. We have a passion for gaming and a laser focus on our players. Their enjoyment in our games is how we measure our success. We’re looking for someone who has exceptional communication and interpersonal skills, a passion for making customers happy and a desire to get things done. 

Career Progression:
This is a mid-level managerial role with opportunity for a candidate to innovate, own and affect the player experience at Kabam.

Day to Day:

    • Spearhead local recruitment and onboarding of new support agents and build a capable team
    • Empower team to meet and exceed departmental goals for key performance and productivity metrics
    • Build effective relationships with internal and external stakeholders
    • Drive system and workflow improvements to enhance team efficiency
    • Establish departmental policies, processes, and standards to ensure delivery of world-class customer service
    • Cultivate team member professional and career development
    • Manage employee scheduling and payroll
    • Partner with Human Resources to develop and manage performance as appropriate
    • Serve as point of escalation to address sensitive customer inquiries
    • Utilize CRM reporting tools to monitor state of supported Kabam titles and respond to emerging issues or trends
    • Inform senior leadership of queue status and trending in-game issues
    • Supervise creation of email templates, knowledge base articles, and educational materials
    • Partner with all levels of management to strategically address opportunities and challenges within the global Player Support Organization
    • Some international travel will be required
    • Additional duties and special projects as assigned

What we’re looking for:

    • Demonstrated ability to lead a team in a fast-paced environment
    • Aptitude for data analysis and driving team performance through established metrics
    • Excellent communication and interpersonal skills
    • Eloquent writing skills
    • Strong organizational skills and an ability to multitask
    • Patience, empathy, and ability to understand customer / employee needs and provide solutions
    • Advanced knowledge of CRM and office productivity software
    • Working knowledge of Kabam’s catalog of games
    • Passionate about gaming
    • Strong knowledge of customer service industry practices and standards
    • Proven experience in customer service or related field
    • Previous experience in gaming or mobile market a plus
    • BA / BS degree or equivalent practical experience

Perks:

    • Competitive Total Compensation: Base, Bonus and Profit Sharing Model
    • Full Health, Dental and Vision
Together, we can create and support some of the best games ever made and continue to entertain the world!

About Kabam
Kabam is a world leader of developing entertaining, immersive, and highly social multiplayer games for mobile devices. They merge consumer behaviour with the art of game design to create experiences that are enjoyed by millions of players across the globe. Each game has raised the benchmark in mobile gaming, bringing high-quality graphics, next-generation technology and revolutionary gameplay to the console in every player’s pocket.
Kabam has partnered with leading entertainment brands like Disney, Hasbro and Universal to create mobile games based on some of the world’s most iconic franchises.

Kabam’s games have generated hundreds of millions of downloads including Fast & Furious 6: The Game, Fast & Furious: Legacy, Marvel Contest of Champions,  Transformers: Forged to Fight,  Shop Titans and Mini Guns. These games have also received multiple awards such as Apple’s Editor’s Choice and Google Play’s Best Game of the Year.

Founded in 2006, Kabam has studios and offices in Vancouver, Montreal, Charlottetown, San Francisco and Austin. Kabam is a wholly-owned subsidiary of Netmarble Games.

Kabam is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
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Location: Charlottetown

Date posted: 2022-01-20