Player Support Manager - Training/Education

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 that will build out and manage our Training and Educational processes. 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 advanced training modules and programs for new hires and vendor operations

  • Using collected data information to streamline the Player Support process with focus on reducing player pain points, tickets and rapid first response time

  • Establishing and developing the culture of the department

  • Creating training material, conducting Agent training and providing ongoing mentorship to Player Support Agents

  • Developing and maintaining QC process, including establishing best practices for auditing Agent communication

  • Working with external partners to measure Agent performance

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

  • Ability to understand the dynamics of new features and player needs

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

  • Experience handling complex customer support areas

  • Proven track record in customer support management

  • 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!