CDI Player Support Manager

Position Duties

The Player Support Manager's mission is to ensure a seamless and positive player experience by providing player support, optimizing service quality and acting as a strategic bridge between players and development teams.

$Your role

• Support the Lead Player Support in developing the customer support strategy : processes, tools, and templates for more efficient support.
  
• Manage and respond to player requests through tickets, maintaining professional and empathetic communication with players.
  
• Create and oversee external support content for players, such as game guides, in collaboration with the Community Management team.
  
• Coordinate with the manager and the production team to relay player feedback and suggestions in order to continuously improve the gameplay experience.
  
• Stay informed and monitor competitor practices and tools to optimize and enhance our internal processes.
  
• Contribute to VIP player management by ensuring a personalized and optimal experience : regular follow-ups, prioritized responses, and targeted actions to maximize their satisfaction and engagement.
  

Candidate Profile

$What we expect

We look for an empathetic and detail-oriented profile with at least 2 years of experience in player or customer support. Fluency in English and previous experience in mobile gaming are highly valued. A degree in marketing, communication, or community management is preferred.

The following skills are required :

• Strong knowledge of support tools such as Zendesk, Helpshift, or similar platforms ;
  
• Expertise in customer support processes and tools (macros, AI automation, templates, tags, bots...)
  
• Ability to handle data extracts and conduct analysis with Excel (a plus)
  
• Emotional intelligence and empathy to maintain professional and positive interactions with players
  
• Stress management and the ability to take a step back when facing complex situations
  
• Strong teamwork spirit combined with excellent written communication skills.
  

Additional Information

Contract : full time (permanent contract), based in Lyon (69)
Start date : as soon as possible
Salary : Between 30k€ & 35k€ per year

$Perks

Special perks :

• Hybrid work : 3 days remote per week
  
• Flexible working hours with the option of a 4.5-day week
  
• Opportunity to become a shareholder of the company
  

And of course :

• Lunch card : €8/day, 50% covered by the company
  
• Access to sports equipment in the office
  
• Training & conferences supported to help you grow
  
• Quarterly / Monthly team lunches and a Christmas gift card
  
• ...and more !
  

$Recruitment process

We care about making this first exchange a meaningful one :

• 1/ Initial phone call with Isabelle, our Talent Acquisition Manager, to understand your background and walk you through the process
  
• 2/ Interview with Mo, our Player Support Manager, to align on expectations
  
• 3/ Discussion with Ludovic, our Marketing Manager to understand how you'll collaborate & to be aligned with the vision
  
• 4/ Final interview with Charles, and Benoît our CEO
  

Provide

CV, lettre de motivation, références, site Web (si applicable)

To: Responsable du recrutement