Customer Support Manager

ArenaNet

1d•$93,616 - $135,746•Remote

About The Position

ArenaNet is seeking an experienced Customer Support Manager to lead and optimize customer service operations for the Guild Wars franchise. The role ensures players receive timely, effective, high-quality support while improving the processes, tools, and systems behind that experience. The manager oversees day-to-day support operations across internal and external teams, monitors performance, manages escalations, and uses data to identify improvements. The role also shapes support policies, optimizes Zendesk workflows, and develops resources for support teams and players. The position calls for operational leadership and hands-on, analytical problem-solving, including the ability to manage competing priorities, drive change, and support a large online gaming community. It is remote-friendly, with priority given to candidates local to Bellevue, Washington, who are open to occasional onsite collaboration. Domestic or international travel may be needed approximately once or twice per year. Occasional weekend and holiday support is required as business needs dictate, particularly around game launches.

Requirements

Bachelor's degree in a relevant field or an equivalent combination of education and experience.
8+ years of customer support experience, including at least 3 years leading or supervising teams.
Proficiency in Zendesk reporting, configuration, and support workflows.
Strong analytical skills, including the ability to build reports, interpret metrics, and identify opportunities for improvement.
Proven ability to improve service quality, streamline processes, and drive operational change.
Ability to provide strategic direction and oversee daily operations for customer support teams.
Strong organizational skills and ability to manage competing priorities in a fast-paced, evolving environment.
Sound judgment and ability to work independently and make informed decisions.
Excellent written and verbal communication skills, including the ability to present information to all levels of management.
Ability to handle complex escalations, high-pressure situations, and difficult customer interactions professionally.
Familiarity with PC gaming and multiplayer online games.
Flexibility to work occasional weekends and holidays as business needs require.

Nice To Haves

Experience supporting MMOs or other online multiplayer games.
Experience with Zendesk administration.

Responsibilities

Lead internal and external customer support teams, prioritizing and coordinating daily operations.
Drive process improvements to enhance service quality and efficiency.
Monitor and evaluate team productivity, service quality, and customer satisfaction.
Develop and implement customer support policies, procedures, and escalation processes.
Create customer-facing content, internal policies, and training documentation.
Maintain accurate, up-to-date support documentation to improve self-service and customer satisfaction.
Manage complex customer escalations, including those involving legal and data privacy concerns.
Build and maintain reports and dashboards in Zendesk or similar platforms.
Analyze support metrics and provide insights and recommendations to management.
Serve as a subject matter expert for assigned games and products.
Provide support during weekends and holidays as needed, particularly during game launches.
Travel domestically or internationally as needed, approximately once or twice per year.