Player Support Manager - Billling and Fraud

Cary, North Carolina, United States


For over 25 years, Epic Games has been making award-winning games and game engine technology that empowers others to make visually stunning games and 3D content that brings environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design.  As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Epic Games is looking for a Player Support Manager to handle our Billing and Fraud initiatives as well as work in conjunction with our E-commerce team. The ideal candidate will require strong initiative and sound judgment, as well as excellent interpersonal skills and a demonstrated ability to collaborate effectively with a broad range of individuals and groups, internally and externally. If you're passionate about supporting a growing discipline, and are a detail-oriented, self-starter, with great people skills then we’d like to speak with you!

The person in this role will be responsible for the following:

  • Developing billing policies and best practices

  • Managing a small team of Player Support Agents to handle billing claims

  • Collaborating with internal training team members to develop billing curriculum

  • Identifying areas for increased vigilance as related to fraudulent activity

  • Working with E-commerce and fraud support teams to develop effective strategies for billing, fraud and payment tech

The ideal candidate will have a mix of the following qualifications:

  • Experience working with payment providers (PayPal, Xsolla, Chase, etc)

  • Experience in fraud prevention

  • Exposure to online support surrounding billing practices

  • Demonstrated experience in managing direct reports and 3rd party vendors

  • Experience handling complex Player Support issues

  • Strong written and verbal communications skills, sound judgment, and excellent multi-tasking and time management abilities

  • Understanding that our Players are the most important customer

Please submit your resume and we’ll be in touch soon.

This is going to be Epic!