Customer Support Manager

Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.

This role is offered on a full in-studio basis or a hybrid basis (typically 3 days per week in the studio). We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.

We are seeking an experienced Customer Support Manager to lead our dedicated and passionate Customer Support team. In this role, you will be instrumental in ensuring top-tier service is provided to players of our portfolio of games, as well as fostering a supportive and engaging environment for your team. You will work collaboratively with other departments, developing and implementing improvements and optimising technologies, and ensuring customer support initiatives align with our wider company goals.

WHAT YOU’LL BE DOING

• Leading the Customer Support and Community Safety team ensuring high-quality service and effective resource planning to handle peak demand periods.
• Nurturing a supportive team culture through clear communication and training & development.
• Developing and monitoring KPIs and SLAs to steer team objectives and priorities.
• Collaborating closely with other departments including Community, Development, QA and Publishing functions, providing customer representation and issue summaries.
• Maintaining effective communication, coordination and support to all levels and stakeholders.
• Serving as the asset owner for the Customer Ticketing platform (Zendesk).
• Defining and delivering initiatives to drive customer satisfaction and loyalty.
• Producing reports and insights on service and product issues to inform improvements.
• Identifying and implementing new approaches or technologies to enhance customer service.
• Creating guidance and support materials to promote customer self-service.
• Acting as the primary escalation point for customer complaints.
• Ensuring compliance, quality, and consistency of service, protecting customer data and upholding consumer rights.

WHAT YOU’LL BRING

• Demonstrable experience of managing and developing a customer support or service team, responsible for full delivery lifecycle support, and exceeding customer expectations.
• A strong grasp of customer service best practices, including conflict resolution, customer satisfaction, and key performance indicators (KPIs) and service level agreements (SLAs).
• Experience with ticketing system / CRM solutions, ensuring best practices and user experience.
• Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.

BONUS IF YOU HAVE

• Professional experience working in a similar role within the games industry, or technical industries e.g. SaaS.
• Previous experience working with Zendesk.
• Understanding of the video game industry, it’s varied gaming genres and it’s userbases.
• Knowledge of Frontier’s games is highly advantageous.

You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.

Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.

We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.

We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.