Tripledot Studios

Senior Customer Support Manager – Contract

Tripledot Studios

contract

Posted on:

Location Type: Remote

Location: Nevada • United States

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Job Level

Senior

Tech Stack

SQL

About the role

  • Define and execute the customer support vision, aligning with Community and studio goals. Establish performance standards (CSAT, FTHR, response/resolution times, sentiment, quality).
  • Manage daily Wordscapes Support operations, including task delegation, prioritization, and performance tracking. Monitor ticket queue and adjust agent resources as needed to maintain efficiency without sacrificing support quality.
  • Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends.
  • Identify trends in player issues and actively participate in investigations to accelerate reproduction and resolution.
  • Keep FAQs updated in line with game developments and identify opportunities to create bot automations, improving the automation-to-agent ratio.
  • Develop and maintain player policies, including loyalty, VIP, escalation, compensation, and other operational guidelines to ensure consistency and fairness.
  • Share insights and trends with Product and stakeholders; deliver weekly and monthly reports, raise risks and concerns, flag issue spikes or negative feedback, request CS tool improvements, and advocate for fixes that meaningfully improve player sentiment.
  • Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills. Identify learning opportunities when tickets are mishandled.
  • Partner with Analytics to generate and interpret CS dashboards, tracking KPIs, and identifying trends. Enhance internal use of SQL to improve investigations of player progress loss and restorations, as well as resource-related discrepancies.
  • Act as the escalation point for complex or sensitive player issues.
  • Drive improvements in CSAT, contact rate, and first-time resolution to ensure high-quality support outcomes.

Requirements

  • 7+ years in Customer Support or Player Support, with 2+ years in a leadership role.
  • Proven experience managing teams in gaming, mobile apps, or digital products.
  • Deep understanding of support tools and automation (Helpshift, Zendesk, Freshdesk, etc.).
  • Strong analytical skills, comfortable building and interpreting CS reports.
  • Excellent written and verbal communication skills, comfortable presenting reports to stakeholders, and advocating for players.
  • Demonstrated ability to drive change and cross-functional alignment.
  • Passion for games, player satisfaction, quality, and community engagement.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CSATFTHRSQLperformance trackingdata analysisautomationKPI trackingissue resolutionticket managementreport generation
Soft Skills
analytical skillscommunication skillsleadershipmentoringproblem-solvingadvocacyteam managementcross-functional alignmentpresentation skillsplayer engagement