Senior Player Support Manager, Zynga
$78.4-116k
Listed salary range is for Illinoisonly. Toronto: $75,700 and $112,060 per year
Social game developer
Be an early applicant
Social game developer
1001+ employees
Be an early applicant
$78.4-116k
Listed salary range is for Illinoisonly. Toronto: $75,700 and $112,060 per year
1001+ employees
Company mission
To connect the world through games.
Role
Who you are
- A passion for gaming and delivering the highest standards of support are a must
- You have experience mentoring colleagues, providing feedback and core skill development, designing strategic frameworks, and outlining development progression plans
- You should be comfortable working in a very fast paced environment and adaptable to the changing needs of the business
- Minimum of 4+ years supervising customer care teams or comparable experience
- Experience managing global teams and working cross functionally
- Strong leadership skills
- Proficiency in MS Office and Google Workspace
- Experience with CRM tools
- Ability to conduct data analysis to drive business decisions
- Experience in mobile gaming desired
- Excellent verbal and written communication skills
- Adaptability to dynamic environments
- Ability to work flexible hours and to use one's own initiative
- A degree is preferred
- Some travel may be required
What the job involves
- As a Senior Player Support Manager, you will be responsible for the daily operations and execution of live support operations for a selection of assigned Zynga game titles
- You will drive performance to achieve core service metrics by maintaining service levels, measuring and improving player satisfaction and customer experience, and overseeing vendor operations and team performance
- You will become a game expert for select Zynga titles and will support our Game Studios and internal partner teams in the delivery of the best customer experience for our players
- Provide strategic Player Support guidance to Studio Partners, ensuring alignment between the player experience, Player Support objectives, and Game Studio goals
- Manage vendor support operations, including training, quality control, performance calibrations, and ensuring vendor adherence to Zynga policies and new game updates
- Apply and implement best practices and proven strategies tactically across products
- Leverage available tools and resources including support reference materials, CRM automations and analytics tools to design and implement informed support strategies that drive efficient, high quality support for your players
- Manage game-specific support strategies in collaboration with the wider Player Support Team
- Lead and manage a team of vendor player support agents, focusing on issue resolution, motivation, and positive team culture
- Conduct regular team meetings and one-on-one sessions to maintain awareness of team performance and live service issues
- Act as a role model, adhering to and living company values, and providing timely feedback and issue resolution
- Develop game expertise and advocate for the games your team supports, serving as the primary point of contact for game-related inquiries
- Conduct analysis and reporting of game issues and top player concerns, including in-depth review of player satisfaction feedback and suggested game improvements
- Identify and escalate emerging, trending live issues, coordinating with Studio Partners for timely resolution
- Maximize player satisfaction by guiding the team to solve issues while balancing consumer and business needs
- Develop and execute strategies for process improvements and optimized player experience journeys
- Document support improvement strategies and share results with peers and leadership team
- Contribute to initiatives & projects that support the overall Player Support team and connected cohorts
- Provide informed insights for capacity planning needs
Our take
Zynga is a games developer that rode Facebook's platform to success back in the late noughties and early 2010's. It is now one of the biggest casual game producers globally, with a presence across 175 countries and regions and over 80 million monthly active users.
Though the company hit a number of roadblocks after its initial success - such as falling stock prices, and numerous calls it was copying other games - its subsequent resurgence is proof of its staying power. It continues to use social media as a distribution channel, and boasts titles such as FarmVille, Merge Dragons! and Words With Friends.
Future success will lie in the company's continued investment in building viral games that people love. It will also need to attune to the social media waves and keep track of where users can be found, as the landscape has become more mobile. Notable recent activity includes a collaboration with BBC Earth ahead of 2024's Earth day, and grant to develop actionable push notifications that enable gameplay without entering the application.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2011
$490m
SERIES C
Oct 2010
$6.3m
EARLY VC
Total funding: $865.5m
Company benefits
- COMPENSATION - Performance bonuses, opportunities for equity participation & retirement/pension savings support
- HEALTH - Medical, dental & vision covered for employees, with participation for employees eligible dependents, plus disability and life insurance program
- FAMILY - Generous parental leave for birth parents, partners and adoptive families, plus Infertility support, emergency child care and flexible time-off policies
- WELLNESS - Gym benefits, wellness programs, employee assistance programs and generous time-off policies
- FOOD - Food and snacks made in-house or delivered, healthy snack kitchens with drinks and treats, coffee bars, regular social gatherings and happy hours
- WORK & LIFE - Flexible time-off policies (DTO), office rest areas, gaming spaces, employee discounts and more
- TRANSIT BENEFITS - Shuttle service in select locations, commuter/parking benefits, secure bicycle storage, business travel assistance
- RESOURCE GROUPS - Women at Zynga (WAZ), zCares charitable giving, zParents, zEndurance adventure club, BZU, zPride LGBTQ+ inclusion and belonging
Company HQ
SoMa, San Francisco, CA
Leadership
Mark Pincus
(Chairman)Previously founder and CEO of Freeloader, Supportsoft and Tribe.net, an early social network
Michael Luxton
(Co-founder)Previously an engineer at NetApp
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