Role: Account Manager
Department: Player Support
As our Account Manager, your role is to effectively and efficiently lead, coach, develop and manage Technical Support Representatives. You will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects assigned by the senior management team.
What you’ll be doing
• Managing a team of multilingual Technical Customer Support Representatives.
• Managing resources to ensure SLAs are met.
• Evaluating team performance to improve the campaign delivery process.
• Conducting team one to ones and performance reviews.
• Coaching and training TSRs to ensure a first-class customer experience.
• Liaising with client on a daily basis.
• Monitoring quality of the service.
• Taking an active role in planning for game release peaks in volume.
• Setting KPIs and development plans.
• People management for your team.
• Dealing with escalated customer issues.
• Any other reasonable duties as directed by line manager.
What we’re looking for
• Experience managing customer or technical support teams.
• Experience of managing teams delivering customer support via live chat, email or phone.
• Experience of managing multilingual/bilingual teams in an outsourced environment.
• Experience of handling technical escalations/complaints.
• Sound understanding of contact centre operations and metrics.
• First rate organisational skills including the ability to prioritise and delegate effectively.
• Excellent communication skills.
• Good technical and analytical skills.
• Excellent leadership skills.
• Passion for video games.
What We Do
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.
We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles
PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.
We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.
PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.
The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
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