Senior Director, Customer Support

As a leading mobile games developer, Jam City is looking to “level up” our talent. We’re on the hunt for innovators who consider themselves dynamic, collaborative and thrive in a fast-paced environment. 
PERKS & BENEFITSUnlimited Vacation, Paid Sick Days, Kin Care & Holidays*100% Covered Medical and Company-Sponsored Dental & Vision (Plans Vary)*Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More*Wellness Activities & Programs12 Weeks Paid Parental Leave*Happy HoursCompany EventsDog-Friendly**Only applies to full-time positions.
The Senior Director of Customer Support at Jam City plays a pivotal role in ensuring exceptional player satisfaction across our gaming portfolio. Responsible for resolving player issues promptly and effectively, the ideal candidate will define the vision, tone, processes, best practices, and policies governing customer support. With a focus on fostering exceptional player experiences, this role demands superior process management, outstanding interpersonal skills, and a deep understanding of the mobile gaming landscape. Collaborating across all business units, particularly with game studios, the Senior Director of Customer Support will provide valuable insights on customer feedback, championing the player's voice and viewpoint throughout the organization. Reporting to the EVP of Games, this position offers an exciting opportunity to lead customer support initiatives and drive continuous improvement in player satisfaction.

RESPONSIBILITIES

• Partner with Studios within the organization to understand business goals, recommend support strategies, define service tools requirements, and drive meaningful improvements to the player experience.
• Lead, mentor, and coach CS Leads, embedded across our gaming studios, to achieve performance targets and deliver an exceptional player experience.
• Monitor KPIs to identify trends, risks and opportunities and ensure consistent attainment of performance objectives.
• Develop and implement best practices for resolving player issues promptly and effectively.
• Collaborate with game studios and other business units to ensure strategic alignment with Jam City objectives. 
• Effectively use data to provide timely and meaningful feedback on top customer issues to relevant stakeholders.
• Maintain a high level of integrity and professionalism in all customer interactions.
• Drive continuous improvement initiatives to enhance player satisfaction and loyalty.
• Manage external customer support partner(s) and be the main liaison for all vendor related issues.
• Create and maintain effective resource plans, forecasting and budgeting necessary to achieve Jam City support objectives.

QUALIFICATIONS

• You love games! You have a passion for creating new game features and playing mobile games.
• 10+ years' experience leading diverse, creative, managerial and technical teams, including exposure to senior levels of management in a global organization.
• Proven experience in customer support management, preferably within the mobile gaming industry.
• Strong understanding of mobile gaming trends, player behavior, and market dynamics.
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to develop and implement strategic initiatives to improve customer satisfaction.
• Demonstrated leadership ability and experience managing across geographically diverse teams.
• High level of integrity, professionalism, and commitment to excellence.
• Passion for gaming and a genuine desire to create outstanding player experiences.
• Proven track record in building effective interpersonal business relationships and generating business in a highly matrixed organization.

CHECK OUT LIFE AS A JAM CITIZEN:- Company news and events on our LinkedIn- Company Blog- Employee Feedback on our Comparably page- Find videos on our teams and games on our Youtube
OUR COMMITMENT TO EQUITY, DIVERSITY, & INCLUSIONWe believe in creating games that unite people across the world and that showcase our commitment to providing an environment that is both inclusive and diverse for our players and employees. We strive to create a workforce that is reflective of our global player community as we know that we are stronger and better when we play together. To help promote an inclusive culture, we celebrate the visible and invisible diversity of our Jam Citizens through initiatives including Employee Resource Groups, cultural events, trainings, speaker series, and more. 
Jam City is an equal opportunity employer. We enthusiastically accept ou