Assistant Project Manager - Gaming Support

ModSquad is currently seeking an energetic, proactive Assistant Project Manager to join our team supporting one of our Gaming Clients! In addition to the skills and tasks mentioned below, the ideal manager for this client is someone who is passionate about gaming, has intimate knowledge of providing outstanding player support, and understands the importance of becoming an SME on anything they work on.

In Client Services, we promise to deliver quality to our clients, partners, and teammates worldwide. The ideal Assistant Project Manager will work to ensure our client(s) are happy and our Mods are providing stellar quality service while communicating clearly and professionally, executing tasks promptly, driving operational efficiencies, and managing client expectations.

This will be a full-time (40 hour) employee role. Management coverage for this client will be 24/7, so you must be willing to be flexible to the needs of this project. Client will expect all employees to be on camera for duration of shift.

What you will do:

• Support a group of talented and dedicated Mods that deliver quality service via customer service across omni-channel support
• Assist with team coaching, quality assurance, and performance management
• Perform weekly quality and productivity checks for all Mods
• Work with Mods as an escalation point to troubleshoot issues and solve problems
• Communicate clearly and consistently to the team and supervisors of any changes, updates, or relevant information
• Promote team collaboration, drive team growth, and inspire innovation amongst the team by working closely with your management counterparts

Skills and Experience - Who you are:

• A passion for gaming, have extensive player support knowledge, and familiar with our client's catalog of games
• You have a strong understanding of brand and customer care initiatives
• You have access to a quiet dedicated environment to work
• You are familiar and comfortable with a variety of CRMs
• You use your awesome previous experience in Customer Support to work wonders with our clients
• You have carefully honed written and oral communication skills
• You expertly handle correspondence with a client just as well as you do your own team members
• You have experience with troubleshooting technical issues, both hardware and software
• You have team management and time management experience. You know how to manage schedules, understand and communicate workflow and procedures
• You see problems as challenges, and can use your analytical skills and the ability to use data and metrics to overcome the hardest of them-adding value to yourself, your team, and your company
• ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.