Manager - Player Support

5 days ago

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Fortis Games

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Fortis Games is a gaming company dedicated to creating meaningful and engaging video games. With an international, fully remote team, Fortis focuses on innovative game design as a competitive advantage. The company fosters collaboration over competition, seeking to build connections and inspire communities through their creative works. Fortis Games is committed to redefining industry standards by changing the conventional approach to teamwork, project development, and recruitment within the gaming industry.

video games • games • gaming • social games • interactive entertainment

201 - 500 employees

🎮 Gaming

📋 Description

• Fortis Games is looking for a Player Support Manager to lead our Player Support team and ensure our players receive top-tier service. • You’ll oversee support platforms, manage vendor relationships, and drive strategic initiatives to enhance the player experience. • This role is about building and optimizing—you’ll empower support teams, set key performance metrics, and use data-driven insights to improve support operations. • You'll collaborate with Game Services, Trust & Safety, and Community Development to create a seamless, high-quality support system. • You will implement best practices for a scaling Player Support team that meets the needs of multiple games in various development stages. • Leadership of the Player Support team: You’re the gatekeeper of great support, having a pulse on trends, insights, contact drivers, satisfaction, pain points, demand planning, and more! • Build and maintain strong relationships with our vendor & platform partners, ensuring they deliver high-quality, effective, and efficient services. • Production of relevant reports and insights that drive meaningful action and improvements across Player Support, our games, and Player Experience more broadly. • Delivery of projects, initiatives & game readiness planning that ultimately enhance the player experience.

🎯 Requirements

• A strong operational mindset and a bias to action. You enjoy building processes and partnerships and getting involved in a busy team’s day-to-day running. • In a proactive approach, you’ll need to take ownership of issues and deliver solutions autonomously through effective project prioritization and time management. • Ability to use, understand, and visualize Player Support data, tools, and insights. You can identify trends and patterns and create impactful reports that drive action. • Strong leadership and communication skills, able to forge healthy partnerships with vendors, stakeholders and line manage Team Leaders • A desire to do things differently, innovate, and explore what the future for Player Support looks like - we ditch stale scripts, trust our people to deliver, and don't let legacy ways of working determine our future. • A natural curiosity and eagerness to learn - we believe this is essential to our ability to stay ahead of the market and value this over years of experience. • We expect our leaders to continue being students of their craft. • You should be educated on the latest trends and strongly understand how they relate to our current and future projects.