Head of Support & Safety

Remote - (US & Canada)

Thatgamecompany is seeking an exceptional leader to function as the Head of the Support & Safety Department. This role will lead the Support & Safety efforts for Sky: Children of the Light and future games. This role will establish and evolve the Support & Safety process, adapting the issue escalation structure, managing relationships between internal and external stakeholders, including vendor groups, and evaluating the player support UX and leading the team to champion excellent player support and safety through set KPIs. 

This role will work closely with Production, Engineering, Art, and Design to surface and address game-specific issues and live-operated events to best support the player experience, managing through emergent issues. The Support & Safety Head will also work closely with the Marketing team who manages active paid media, marketing and brand effort. The Support & Safety Head will also work closely with the Community team who manages players activities and conversations; coordinating proactive and reactive messaging to holistically manage player communication and experience. 

The candidate will have a track record of building strong relationships with cross-functional partners internally and externally with a passion for supporting players to have the optimal experience with our games and future titles.

Responsibilities: 

• Managing, leading and coaching a team of support specialists and analysts.
• Aligning Support & Safety strategy and execution with TGC vision and mission, maintaining close collaboration with TGC leadership team and cross-functional leads. For example: supporting live services, prioritizing issues that are impacting the game, etc. 
• Partnering with Marketing and Community to proactively manage broader issues that may impact the game or TGC brand.
• Partner and guide external resources to manage support volume. 
• Monitor app store reviews for existing and future games and reply to app store reviews based on specific issues and feedback from players. 
• Leverage tools, dashboards and regular reporting to surface player health for individual games as a part of a holistic approach for player relationship management. 
• Continuously source relevant game information to be leveraged for Help Center and Knowledge Base content for Player self-help. 
• Drive data analysis for all aspects of the player support service to continuously improve the player experience and support KPI's.
• Establish and monitor SLAs for reporting staff and vendor groups
• Compile and provide ad-hoc or recurring player support reports to stakeholders that highlights the games top issues/feedback as well as positive feedback and game recommendations. 
• Continuously improve and optimize processes and framework to best support players and other stakeholders. 
• Proactively work with stakeholders to improve the quality of the game that impacts player engagement. 
• You may need to support players that can span across in-game social features, social media, blogs, Discord channels. 

Requirements: 

• You have a BA/BS degree and at least 10 years of experience in player support as a lead, supervisor or manager.
• You enjoy problem-solving and have strong analytical and quantitative skills. 
• Familiarity and understanding of the game development process and variety of game content, preferably including live service games and games on the mobile platform. 
• Experience with a data-driven approach to analyze and optimize player support for multiple game genres and platforms.
• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges. 
• Proven track record of working with a cross-functional and global team, driving results from influence. 
• Strategically approaches challenges and applies flexibility to solutions. 
• Continuously looking for ways to improve and iterate an existing framework, or building anew for best results. 
• Player-first mindset & passion for video games, innovations in software and hardware and how they enrich the player experience. 

Perks

• Paid Time Off, Holidays and Two Weeks Winter Break 
• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job—there’s no waiting period before they kick in. 
• Pet Insurance for those who need it too.
• Compassionate leave for employees who needs to take care of their family members
• Pre-tax wellness stipend
• Pre-tax work-from-home stipend
• Access our savings plan (401K program) with company match 
• Mental health resources including Headspace membership and Employee Assistance Program (CCA) 
• Discount portal for everyday goods and services
• Employee inclusive and diversity initiatives such as Grow Together
• Support for personal professional development

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. or Canada. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Salary Range: The salary range for this position is $120,000 to $150,000 USD annually,
with the opportunity to earn an annual discretionary bonus. This salary is an estimate,
and the actual salary may vary based on the geographic location, job-related knowledge, skills and experience, and the Company's compensation practices.

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