Full-Time Senior Customer Support Agent

People Can Fly is looking for a Senior Customer Support Agent to join our upcoming live games.

As Customer Support, you will be the primary caretaker of our customer service operations, working with game teams, marketing, LiveOps and QA teams to deliver exceptional support at scale.

You will be responsible for creating and maintaining our playbooks, processes, and creating a player-first culture that ensures our growing community remains at the heart of everything we do.

You will help create the KPIs and SLAs to define how you’ll collaborate with other teams to drive product and process improvements.

The ideal candidate will have worked in a customer support team before in live games for PC and / or console in addition to excellent communication skills, with the ability to convey player challenges to diverse audiences and is able to clearly communicate with leadership teams and stakeholders.

Responsibilities

1. Oversee day-to-day player support operations, including monitoring our customer support mailing group, Discord, handling individual and mass support compensations, and regularly reviewing and updating player support FAQs, text templates, and help articles.
2. Working with marketing and community teams, prepare for upcoming new game releases, updates, and live-operated events to best support the player experience.
3. Work closely with producers and game developers to understand upcoming releases, feature specs, game tools, that will aid in supporting the game effectively.
4. Establish and/or optimize processes to identify, track, and escalate in-game trends, emerging game issues, and policy opportunities.
5. Manage, request, and improve support tools, including setting up and optimizing tooling, processes, automation, and other improvements.
6. Collaborate closely with the Community Manager and Live QA teams to surface and address game-specific issues and trends and to ensure consistent and transparent communication with players.
7. Monitor performance and report on key metrics to ensure the team exceeds operational excellence and KPIs, including CSAT, average handle time, average resolution time, agent quality, and more.
8. Maintain comprehensive support documentation for internal and external use.

Required Skills and Experience

• 3+ years in a senior or leadership role within the gaming or tech industry
• 5+ years of experience in customer service or player support
• Hands-on experience with customer service platforms (e.g., Helpshift, Zendesk, Salesforce, or equivalent)
• Proven track record of managing multiple games simultaneously and overseeing both internally and externally sourced agents and/or outsourced support teams.
• Experience writing product requirement documents (PRD) to aid in the development and refinement of support tools and processes.
• In-depth understanding of the game development process and a variety of game content, preferably including live service games and mobile games.
• Extensive experience with CRM tools, Google Suite, and other customer support tools.
• Exceptional written and verbal communication skills, with experience creating PowerPoint presentations, agent training materials, documentation, and FAQs.
• Strong ability to set, analyze, and act on KPIs to inform strategy and decisions
• Excellent communication and organizational skills for cross-functional collaboration
• A player-first mindset and a passion for delivering exceptional experiences to customers

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