Customer Support Manager

At ArenaNet, we’ve always believed that games are art. They have the power to communicate ideas and tell stories. They can change the way we think, reflect our cultures, and move us. As the developer of the award-winning Guild Wars game series, we’re proud to share our passion for the online worlds we’ve created with over 21 million players worldwide. ArenaNet develops and publishes games for every kind of person, which means our games need to be built by every kind of person. We believe the best experiences come from working together, celebrating differences, and helping each of our team members shine. We are looking for an experienced Custumer Support Manager to help lead and optimize customer service operations for the Guild Wars franchise. In this role, you'll play a key part in ensuring our players receive timely, effective, and high-quality support while continuously improving the processes, tools, and systems behind the experience. You'll oversee day-to-day support operations across internal and external teams, monitor performance, manage escalations, and use data to identify opportunities for improvement. You'll also help shape support policies, optimize Zendesk workflows, and develop resources that empower both our support teams and players. We're looking for someone who combines strong operational leadership with a hands-on, analytical approach to problem-solving. The ideal candidate is comfortable managing competing priorities, driving meaningful change, and navigating the unique challenges of supporting a large, passionate online gaming community. WHAT YOU'LL DO - Lead internal and external customer support teams, prioritizing and coordinating daily operations. - Drive process improvements to enhance service quality and efficiency. - Monitor and evaluate team productivity, service quality, and customer satisfaction. - Develop and implement customer support policies, procedures, and escalation processes. - Create customer-facing content, internal policies, and training documentation. - Maintain accurate, up-to-date support documentation to improve self-service and customer satisfaction. - Manage complex customer escalations, including those involving legal and data privacy concerns. - Build and maintain reports and dashboards in Zendesk or similar platforms. - Analyze support metrics and provide insights and recommendations to management. - Serve as a subject matter expert for assigned games and products. - Provide support during weekends and holidays as needed, particularly during game launches. - Travel domestically or internationally as needed, approximately once or twice per year. WHAT WE'RE LOOKING FOR - Bachelor's degree in a relevant field or an equivalent combination of education and experience. - 8+ years of customer support experience, including at least 3 years leading or supervising teams. - Experience supporting MMOs or other online multiplayer games preferred. - Experience with Zendesk administration preferred. - Proficiency in Zendesk reporting, configuration, and support workflows. - Strong analytical skills with the ability to build reports, interpret metrics, and identify opportunities for improvement. - Proven ability to improve service quality, streamline processes, and drive operational change. - Ability to provide strategic direction and oversee daily operations for customer support teams. - Strong organizational skills with the ability to manage competing priorities in a fast-paced, evolving environment. - Sound judgment and the ability to work independently and make informed decisions. - Excellent written and verbal communication skills, including the ability to present information to all levels of management. - Ability to handle complex escalations, high-pressure situations, and difficult customer interactions professionally. - Familiarity with PC gaming and multiplayer online games. - Flexibility to work occasional weekends and holidays as business needs require This role is remote-friendly, but we are currently prioritizing candidates who are local to the Bellevue, WA area and open to occasional onsite collaboration. Pay Range: $93,615.50 - $135,745.50 Please note that the pay range listed in this job posting reflects the full salary range for this position. While we provide this range to offer transparency, our target hiring range typically falls between the minimum and the midpoint, allowing room for growth potential within the role. Total compensation includes base salary plus annual bonus potential. When determining an offer amount, many things are taken into consideration such as qualifications, experience, internal equity, and work location. We strive to provide competitive and equitable compensation packages to all our employees. This role is also eligible for medical, dental, vision and life insurance, short and long term disability, 401(k), flexible and dependent care spending accounts, PTO, paid holidays and parental leave. Applications will be accepted until Monday, November 9th at 10am PT. If the deadline is extended, the posting will be updated accordingly. If the position is filled before this date, the posting will be removed. Don’t meet every single requirement on this job post? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ArenaNet, we believe diversity in culture, ethnicity, gender, sexual orientation, and backgrounds make us a better team – we celebrate it. So, if you’re excited about this role, but your experience doesn’t align perfectly with every qualification listed, we encourage you to apply anyway. You may be just the right candidate for this or other roles.