Experienced Full Stack Live Chat Support Manager – Web & Cloud Application Development
At arenaflex, we're revolutionizing the way people consume entertainment and connect with each other. As a pioneer in the streaming industry, we're constantly pushing the boundaries of innovation and creativity. Our Live Chat Support team is at the forefront of this revolution, ensuring that our users have an exceptional experience with our products and services. We're seeking an experienced Full Stack Live Chat Support Manager to join our team. As a key member of our Live Ops team, you'll be responsible for overseeing the live chat experience for our users, ensuring that our Live Makers are equipped to handle the demands of our growing user base. If you're passionate about delivering exceptional customer experiences, have a deep understanding of live chat operations, and are excited about the opportunity to join a dynamic and innovative team, we want to hear from you!
Job Responsibilities:
As a Full Stack Live Chat Support Manager, you'll be responsible for:
- Collaborating with our Live Help Operations Manager to ensure that our Live Makers are equipped to handle the demands of our growing user base
- Defining, developing, and refining our Live Chat creation strategy for the portfolio, including pipelines and processes to ensure that Live Makers have everything they need to serve players, engineers, and partners
- Managing a team of Live Makers, supporting them in their role as our external engineers' primary resource for post-launch releases
- Tutoring, mentoring, and leading multiple Live Makers, setting out development and opportunities for their success while maintaining a good production capacity
- Assisting Live Makers and PMs in budget management against individual game updates and Live Assistance plans
- Helping to resolve complex product issues through creativity, imagination, and other means necessary to get the job done
- Recognizing risks early and frequently and eliminating barriers and execution bottlenecks on a case-by-case basis
- Fostering strong relationships with internal and first-party studios to establish and maintain a pipeline of information so we're aligned on structures, games, opportunities, and needs
- Working directly with business development on designer assessments when necessary and conveying creation-related issues and feedback to ensure engineers are set up for success before signing
- Working cross-functionally to create a strong team culture based on rich communication, transparency, and shared understanding
Capabilities:
* Past Chief Maker or Live Help Tasks Chief experience in a game engineer or publisher
- Experience in core development and execution, specifically post-launch/live services experience in gaming (console, PC, or mobile)
- You have powerful experience supervising the full lifecycle of game development with a particular focus on post-launch live chat tasks
- Superb knowledge of Live Chat creation, the challenges commonly experienced by teams, and solutions tailored to their needs
- Experience driving complex cross-functional projects with successful delivery of value, plan, and in adjusting scope, capacity, budget, risk, and time
- Ability to influence direction, without relying on positional power
- You have an uncanny ability to reach agreements through creative strategies and fostering an agreement to set them in motion
- You have great communication and can work with various individuals, really conveying everything from information to imaginative input
- You have several years of experience overseeing direct reports with differing levels of production experience
- Energy for computer games, developments in software, and how they advance the player experience
What We Offer:
At arenaflex, we're committed to providing a comprehensive compensation package that includes:
- Competitive salary range of $20-30/hour
- Comprehensive benefits package, including medical, dental, and vision insurance
- Generous paid time off and holidays
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
About arenaflex:
arenaflex is a leading entertainment company that's revolutionizing the way people consume entertainment and connect with each other. We're passionate about delivering exceptional customer experiences and are committed to innovation, creativity, and excellence in everything we do. Our team is diverse, dynamic, and dedicated to making a positive impact on our users and the world around us.
How to Apply:
If you're passionate about delivering exceptional customer experiences, have a deep understanding of live chat operations, and are excited about the opportunity to join a dynamic and innovative team, please submit your application through our website. We can't wait to hear from you!
Equal Employment Opportunity:
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. If you require accommodations during the application or interview process, please let us know.
Disclaimer:
arenaflex is not responsible for any errors or omissions in the job posting. We reserve the right to modify or cancel the job posting at any time without notice. Apply for this job