Level Up Your Career with Zynga!
At Zynga, we bring people together through the power of play. As a global leader in interactive entertainment and a proud label of Take-Two Interactive, our games have been downloaded over 6 billion times—connecting players in 175+ countries through fun, strategy, and a little friendly competition.
From thrilling casino spins to epic strategy battles, mind-bending puzzles, and social word challenges, our diverse game portfolio has something for everyone. Fan-favorites and latest hits include FarmVille™, Words With Friends™, Zynga Poker™, Game of Thrones Slots Casino™, Wizard of Oz Slots™, Hit it Rich! Slots™, Wonka Slots™, Top Eleven™, Toon Blast™, Empires & Puzzles™, Merge Dragons!™, CSR Racing™, Harry Potter: Puzzles & Spells™, Match Factory™, and Color Block Jam™—plus many more!
Founded in 2007 and headquartered in California, our teams span North America, Europe, and Asia, working together to craft unforgettable gaming experiences. Whether you're spinning, strategizing, matching, or competing, Zynga is where fun meets innovation—and where you can take your career to the next level.
Join us and be part of the play!
As a Player Support Manager, you will be responsible for the daily operations and execution of live support operations for a selection of assigned Zynga game titles. You will drive performance to achieve core service metrics by maintaining service levels, measuring and improving player satisfaction and customer experience, and overseeing vendor operations and team performance. You will become a game expert for select Zynga titles and will support our Game Studios and internal partner teams to create the best customer experience for our players.
A passion for gaming and delivering the highest standards of support are a must! You are experienced designing support journeys and managing team performance. You can quickly adapt to a fast paced environment and can flex to the changing needs of the business.
What You will do:Provide Player Support guidance to Studio Partners, ensuring alignment between the player experience, Player Support objectives, and Game Studio goals.
Manage vendor support operations, including training, quality control, performance calibrations, and ensuring vendor adherence to Zynga policies and new game updates.
Apply and implement best practices and proven strategies tactically across products.
Leverage available tools and resources including support reference materials, CRM automations and analytics tools to design and implement informed support strategies that drive effective, high quality support for our players
Manage game-specific support strategies in collaboration with the wider Player Support Team.
Provide guidance and oversight to a team of vendor player support agents, focusing on issue resolution, motivation, and positive team culture.
Conduct regular meetings and one-on-one sessions to maintain awareness of team performance and live service issues.
Develop game expertise and advocate for the games your team supports, serving as the primary point of contact for game-related inquiries.
Conduct analysis and reporting of game issues and top player concerns, including in-depth review of player satisfaction feedback and suggested game improvements.
Identify and escalate emerging, trending live issues, coordinating with Studio Partners for timely resolution.
Maximize player satisfaction by guiding the team to solve issues while balancing consumer and business needs.
Execute strategies for process improvements and optimized player experience journeys.
Document support improvement strategies and share results with peers and leadership team
Contribute to initiatives & projects that support the overall Player Support team and connected cohorts
What you will bring:
Minimum of 2-5 years supervising customer care teams or comparable experience
Experience working with global teams and cross functionally
Proficiency in MS Office and Google Workspace
Experience with CRM tools
Ability to conduct data analysis to drive business decisions
Experience in mobile gaming desired
Excellent verbal and written communication skills
Adaptability to dynamic environments
Ability to work flexible hours and to use one's own initiative
A degree is preferred
Some travel may be required
What We Offer You :
Zynga offers a world-class benefits package that helps support and balance the needs of our teams. To find out more about our benefits, visit the Zynga Benefits
We are proud to be an equal opportunity employer, which means we are committed to creating and celebrating diverse thoughts, cultures, and backgrounds throughout our organization. Employment with us is based on substantive ability, objective qualifications, and work ethic – not an individual’s race, creed, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin or ancestry, alienage or citizenship status, physical or mental disability, pregnancy, age, genetic information, veteran status, marital status, status as a victim of domestic violence or sex offenses, reproductive health decision, or any other characteristics protected by applicable law.
As an equal opportunity employer, we are committed to providing the necessary support and accommodation to qualified individuals with disabilities, health conditions, or impairments (subject to any local qualifying requirements) to ensure their full participation in the job application or interview process. Please contact us at [email protected] to request any accommodations or for support related to your application for an open position.
Please be aware that Zynga does not conduct job interviews or make job offers over third-party messaging apps such as Telegram, WhatsApp, or others. Zynga also does not engage in any financial exchanges during the recruitment or onboarding process, and will never ask a candidate for their personal or financial information over an app or other unofficial chat channel. Any attempt to do so may be the result of a scamp or phishing attack, and you should not engage. Zynga’s in-house recruitment team will only contact individuals through their official Company email addresses (i.e., via a zynga.com, naturalmotion.com, smallgiantgames.com, themavens.com, gram.gs email domain).
Top Skills
What We Do
Zynga was founded in 2007 with the vision that play would become one of the core activities on the Internet. We pioneered social games with the belief that if we could make games simple, accessible and social the world would start playing. We are excited that games have grown to become the second most popular activity by time spent, even surpassing email. But we have a lot of hard work, innovation and growth ahead of us to create a future where social gaming is a daily habit for everyone.
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