Customer Service Manager

Position Title: Customer Service Manager

Studio/Department: Customer Service

Employee Type: Full Time, Regular

Location: San Diego, CA / Remote (Daybreak Approved Remote Locations (CA, WA, TX, NY)

Salary Range: $60,000 - $80,000, pay may vary on location. 

ABOUT OUR STUDIO

Our headquarters is where the gaming culture and Southern California lifestyle meet, creating a vibrant work environment that epitomizes our belief that every day should be well played.  Daybreak San Diego is the home of Darkpaw Games, creators of the legendary EverQuest and EverQuest II games.  This is also the home of Rogue Planet Games, the award-winning MMOFPS PlanetSide 2 developer.

The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location.  Access to the local gym, as well as on-site fitness classes, game nights, and a strong appreciation for the local craft brew scene (we even turned one of our original game servers into an on-site kegerator), are just some of the ways that make working at Daybreak (San Diego) exciting!  Working here is about being part of a community.

Find out more about our studio at www.daybreakgames.com.

THE OPPORTUNITY

Daybreak Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain, as well as continuously improve, processes to facilitate the highest level of customer support.  This position will report to the Sr. VP of Operations. 

RESPONSIBLITIES: 

• Champion outstanding customer service for all players while maintaining a customer comes first mindset  

• Assure agents are assisting customers in a professional and courteous manner  

• Manage time, personnel, and resources to ensure the most robust, effective, and efficient support  

• Work closely with the creative development team to assess, create, and implement innovative solutions  

• Use analytics to evaluate and act upon KPIs—use this data to drive process and flow improvements  

• Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines  

• Coach and mentor teams to uphold high performance and positive morale   

• Facilitate excellent communication between studio leads and Customer Service department  

• Expertly handle complex player escalations with compassion and understanding
• Evaluate data to determine fraud vectors and possible exploits  

  Requirements & Skills: 

• 4+ years’ experience in a Customer Service supervisory or management role  

• Bachelor’s Degree or equivalent experience   

• Experience with online gaming communities, either as a player or industry work  

• Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)  

• Knowledge of CRM systems such as Zendesk  

• Knowledge of analytics generation and evaluation to drive business decisions  

• Working knowledge of using a calm demeanor to handle escalating situations with impartiality   

• Excellent and effective problem solving and time management skills  

• Effective verbal communication and written skills   

• Creative, self-driven with a strong work ethic  

• A passion for game development and technology   
• Knowledge of Daybreak Games’ titles
• Knowledge of an array of video games on PC and consoles
• Knowledge of Game development

ABOUT OUR COMPANY

Daybreak Game Company LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as DC Universe™ Online, PlanetSide®, EverQuest®, and Dungeons and Dragons Online®, Daybreak creates, develops, and provides compelling online entertainment for millions of gamers worldwide. We are the game publisher for Darkpaw Studios, Rogue Planet Gaming Studio, Dimensional Ink Games, and Standing Stone Games. To top it off, we are making games in three of the coolest cities in the United States: San Diego, Austin, and Boston. We make games that bring people together and build lasting communities and are totally devoted to delivering the ultimate gaming experience! Find out more about our company at www.daybreakgames.com.       

Be Aware of Fraudulent Recruiting Activities

Daybreak Game Company will never ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or through online messaging apps (WhatsApp, Hangouts). We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Daybreak Game Company’s People & Culture team at people@daybreakgames.com if you encounter a recruiter or see a job opportunity that seems suspicious.

**Daybreak Game Company, LLC. is an Equal Opportunity Employer, committed to Diversity in the workplace.**