Player Support Team Lead

Cloud Imperium Games • Austin, TX

2d

About The Position

We are a crowdfunded company and have a dedicated and enthusiastic community of backers who are helping us create the “Best Damn Space Sim Ever”. We want to build the best we can deliver and we believe wholeheartedly in the value of exceptional diverse talent. The Player Support Team at Cloud Imperium Games is a public-facing team responsible for troubleshooting and assisting backers with any issues they encounter while playing Star Citizen. This team comprises all support areas including Game Support, Technical Support, Concierge Support and E-Commerce Support. The Team Lead is responsible for running the daily team operations and managing a group of support specialists who interact with our backers via email tickets. These email tickets require in-depth knowledge of Star Citizen, our pledge store, and tools accessing our backend infrastructure needed to resolve tickets. As Team Lead, you are responsible for delivery of our support offering to our backers and ensuring your support agents meet the high-performance goals that you set for them. In this role you will own one of two working shifts covering Sunday to Thursday. There is flexibility around your working hours once you are in the office with your team Sunday to Thursday during the core hours of 10am to 4pm.

Requirements

• Knowledge of online game communities and player relations and support principles and practices.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Has a high degree of patience navigating a variety of troubleshooting situations.

Responsibilities

• Lead and oversee the Concierge support group, ensuring premium service standards and team performance
• Coordinate directly with Marketing and Sales teams ahead of promotions to prepare support readiness and anticipate player impact
• Utilize AI tools for investigative analysis, custom reporting development, and workflow automation, with proficiency in rapid prototyping platforms such as Replit
• Manage staffing and the daily workflows of support agents to deliver a high-quality experience to our backers
• Serve as a Subject Matter Expert on Star Citizen, internal workflows, and all support ticket categories, providing guidance to help the team creatively solve problems
• Maintain a supervisory and leadership role for the team to drive team goals and productivity for the day
• Deliver daily reports on support performance and queue status, maintaining regular communication with management to proactively address concerns
• Follow up on tasks or inquiries in a timely manner to push initiatives forward
• Demonstrated proficiency in creating Confluence documentation and submitting JIRAs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed