Manager, Player Support

Fortis Games; United Kingdom; Remote; GBP 35,000 - 65,000; Full time

Job description

Who we are

At Fortis Games we aspire to make great games that bring people together while redefining how game companies work. We believe in building a sense of belonging through our games, their communities, and how we operate and treat each other. Through our game communities, we will create powerful connections and lasting memories. We will foster a culture of diversity, equity and belonging where together our diverse skills, experiences and backgrounds impact the games we make.

We are an early but mighty organization with a leadership team of game industry veterans. There are many opportunities for you to have a big impact on the products we'll be making as well as the overall direction of the company. If you're passionate about tackling difficult problems with direct and thoughtful communication and team first mentality, we may be the right place for you.

About the Role

Fortis Games is looking for a Player Support Manager to lead our Player Support team and ensure our players receive top-tier service. You’ll oversee support platforms, manage vendor relationships, and drive strategic initiatives to enhance the player experience.

This role is about building and optimizing—you’ll empower support teams, set key performance metrics, and use data-driven insights to improve support operations. You'll collaborate with Game Services, Trust & Safety, and Community Development to create a seamless, high-quality support system.

What You’ll Achieve

• You will implement best practices for a scaling Player Support team that meets the needs of multiple games in various development stages (this means juggling live operations and games that are still being developed, and everything in between!)
• Leadership of the Player Support team: You're the gatekeeper of great support, having a pulse on trends, insights, contact drivers, satisfaction, pain points, demand planning, and more!
• Build and maintain strong relationships with our vendor & platform partners, ensuring they deliver high-quality, effective, and efficient services - we see our partners as an extension of our Fortis team.
• Production of relevant reports and insights that drive meaningful action and improvements across Player Support, our games, and Player Experience more broadly
• Delivery of projects, initiatives & game readiness planning that ultimately enhance the player experience

What You’ll Need to Be Successful

• A strong operational mindset and a bias to action. You enjoy building processes and partnerships and getting involved in a busy team's day-to-day running.
• In a proactive approach, you’ll need to take ownership of issues and deliver solutions autonomously through effective project prioritization and time management.
• Ability to use, understand, and visualize Player Support data, tools, and insights. You can identify trends and patterns and create impactful reports that drive action.
• Strong leadership and communication skills, able to forge healthy partnerships with vendors, stakeholders and line manage Team Leaders
• A desire to do things differently, innovate, and explore what the future for Player Support looks like - we ditch stale scripts, trust our people to deliver, and don't let legacy ways of working determine our future
• A natural curiosity and eagerness to learn - we believe this is essential to our ability to stay ahead of the market and value this over years of experience.
• We expect our leaders to continue being students of their craft. You should be educated on the latest trends and strongly understand how they relate to our current and future projects.

Why join us

There are many reasons to join us, but here are a few:

• We strongly believe we are changing how games studios operate and at the core of what we do is making great games that create a connected community
• We're not just about making Games Where You Belong. We're also about building communities where our people belong. That's why Fortis is a thriving environment that celebrates diversity, embraces inclusivity, and fosters growth.
• Build and grow with a seasoned team of accomplished talent who have left an impactful mark in their disciplines, both in and out of gaming

Fortis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.