Customer Operations Manager

Strikerz Inc. is a videogame-creating collective and an international gaming brand launched in 2016 by a handful of people involved with online football. Currently, there are 300+ of us spread over 5 regional offices in various locations across Europe or working from home (yes, we love it too). Strikerz Inc. is the force behind the UFL, the ongoing online football videogame revolution. Being fans, we aim at offering our players an unprecedented gaming experience available on all major platforms.

What are you working on?

• The name of the project(s): UFL
• Genres: Simulation, Sports
• Platforms: Console

For which tasks (responsibilities)?

Our support team is well-established, with organized processes and tools already in place. We’re looking for a skilled professional to manage operational tasks and drive continuous improvement within our support systems. Key responsibilities will include creating and maintaining runbooks, developing macros, optimizing processes, and performing quality assurance on support agent responses. If you’re a proactive individual with a strong background in support operations and a passion for driving quality and efficiency, we’d love to have you on board!

Тasks:

• Deliver Product Updates to Operations: Review documentation, define internal tool requirements, adapt support concepts, and monitor user requests and analytics to ensure smooth integration.

• Foster Cross-Team Communication: Establish and maintain effective day-to-day communication between Support and Development, Publishing, Legal, and other key teams.

• Manage Complex User Inquiries and Bug Tracking: Handle complex user inquiries, oversee the bug-tracking process, and ensure efficient issue resolution.

• Develop and Optimize Support Workflows: Gather and analyze requirements, design and implement support workflows, and oversee daily activities to improve efficiency and service quality.

• Maintain Knowledge Bases: Regularly update both external and internal knowledge bases, ensuring content is accurate, relevant, and accessible.

• Collaborate with External Contractors: Coordinate with external contractors and outsource agencies to meet operational needs effectively.

• Maintain Project Documentation: Create and update project documentation, including digests, analytical notes, and ad-hoc reports in response to requests from other departments.

• Adhere to Assigned Responsibilities: Execute additional tasks as assigned by the manager, staying aligned with core responsibilities.

What kind of professional are we looking for?

Skill-set:

• Experience: Proven work experience as a Senior Support Specialist or in a similar role, with expertise in support operations.

• Operations Knowledge: Deep understanding of customer support operations, including proficiency with ticketing systems and various communication channels.

• Performance Metrics: Familiarity with customer support KPIs such as response time, resolution time, customer satisfaction scores, and other performance indicators.

• Project Management Skills: Ability to develop comprehensive project plans, define scope and objectives, set timelines, allocate resources, assess and mitigate risks, and track progress.

• Communication Skills: Strong verbal and written communication skills for effective interactions with customers, team members, and other stakeholders.

• Language Requirements: English proficiency at C1 level or higher is required. Russian is a plus.

Will be a plus:

• Game Development Experience: Experience in game development or gaming operations is a strong advantage.

Why do we enjoy working here?

Our team unites creative professionals who have great effort to develop a top-quality project for gaming consoles. If you possess experience in game development or are just a gamer to the core, you are welcome to be a part of our international team, where your skills and creativity will be boosted, and the possibility for growth will always be in the game!

What are the conditions and bonuses?

• Salary pegged to the US Dollar;

• Medical insurance and social benefits;

• Sick-leaves;

• Remote work;

• Referral bonuses;

• Sports compensation;

• Online English classes;

• Co-working compensation.