Customer Support Director

NC, Cary, United States

Overview:

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 Director that will work closely with our internal teams and be responsible for the development, growth, and maintenance of best in class player support strategies for Epic’s game products. The ideal candidate will require strong initiative and sound judgment. Excellent interpersonal skills and a demonstrated ability to collaborate effectively with a broad range of individuals and groups, internally and externally, is a must. 

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

  • Ensuring that Epic’s Player Support team is second to none, and the best player support experience for all of our Players

  • Creating, developing and fostering a culture of player first within out Customer Support group

  • Defining and communicating customer support strategies and goals and leading our customer support standards

  • Improving workflows to ensure our teams have the best tools possible in order to prove great experiences for our players

  • Leading operations of the player support team

  • Collecting and analyzing relevant data to determine player support needs and performance as well as player perception

  • Identifying and implementing strategies to improve our quality of support, productivity, and profitability

  • Identifying and implementing changes to improve tools and channels for support

  • Being a liaison with company management to support and implement growth strategies

  • Being a liaison with development production teams to ensure that player experience feedback is heard and prioritized effectively


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

  • Experience building and scaling a high-quality customer first support organization

  • 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

  • Genuine interest and familiarity with tech culture

  • Understanding that our players are the most important customer

If you're passionate about games, technology, supporting a growing discipline, and are a detail-oriented, self-starter with great people skills then we’d like to speak with you! Please submit your resume and we’ll be in touch soon. 

This is going to be Epic!  

#LI1