Account Manager - Player Support

Posted 2 Days Ago
Be an Early Applicant
Hiring Remotely in United States
Remote
Entry level
Gaming
The Role
The Account Manager will oversee a remote team to enhance client satisfaction and operational efficiency within the Player Support department. Responsibilities include managing team leads, addressing client issues, setting KPIs, ensuring compliance, and optimizing service delivery processes.
Summary Generated by Built In

Description

Position: Account Manager

Department: Player Support

line manager:

Regional Player Support Manager & Site Manager

objective:

Develop Processes and People towards maximizing client satisfaction towards peak efficiency

Overview: We are looking for an additional Account Manager to join our Player Support Team. This is a fantastic opportunity to build and lead a remote team of 30+ in support a well known and beloved IP for a major gaming partner. You will work to closely with our client to drive quality and efficiencies in service delivery. Our preferered candidate would be a a gamer and have experience working the games industry.

Duties:

  • Efficiently manage a team of up to 4 Team Leaders (Potentially Higher)
  • Ensure employee performance evaluation within the coordinated team;
  • Efficiently manage resourcing to ensure SLAs are met
  • Directly handle Client issues which the Team Leads cannot provide an answer for.
  • Set KPIs and development plans for Team Leads;
  • Coach and train TL’s to ensure a first class customer experience;
  • Oversee the delivery of customer support for a specific client whose service will be delivered through email channels;
  • Responsible to carry out any other activities that lead to a better management of requests, to meet the tasks, to become part of the team, thus ensuring the smooth running of business.
  • The employee is made aware of the working procedures upon employment and must comply with the existing ones and those which may arise during collaboration.
  • Ensure all operations are carried on in an appropriate, cost-effective way
  • Improve operational management systems, processes and best practices
  • Help the organization’s processes remain legally compliant
  • Formulate local strategic and operational objectives
  • Examine financial data and use them to improve profitability
  • Perform quality controls and monitor production KPIs
  • Find ways to increase quality of customer service
  • Perform any other job-related duties and as directed by the line manager;
  • Ensure billing is accurate for all supported clients
  • Develop creative solutions for complex client requests


Requirements
  • Technical Skills: Knowledge of organizational effectiveness and operations management
  • Experience budgeting and forecasting
  • Familiarity with business and financial principles
  • Excellent communication skills
  • Outstanding organisational skills
  • Communication Skills: Knowledge of foreign languages is an advantage (French, English, German, Spanish, Dutch, Russian and Japanese); Verbal and oral communication (active listening, consistency and clarity of expression, neat vocabulary, appropriate body language);
  • Positive attitude, ability to work in team;
  • Team management: Prioritize activities and carry them out effectively;
  • Personal Management: Eager for development; results oriented; attention to details
  • Correctly define the specific problems of his/her activity and can provide effective solutions.
  • Constantly concerned about personal development and the development of the team.
Benefits

Competitive Salary

Medical, Dental, Vision, 401k with matching

Who we are

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.


Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit . 

The Company
HQ: Marina del Rey, CA
2,530 Employees
On-site Workplace
Year Founded: 1994

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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