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Riot Games Riot Games Москва
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Player Support Manager

Полная занятостьЗ/п на собеседованииРабота в офисе

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Требования к кандидату

  • An experienced leader: you've got a previous senior leadership experience (6+ years) within support or business operations. You guide teams down the right paths even if they're unpopular or difficult to traverse; your unshakeable confidence and cool head makes others look towards you when sirens are blaring and all hell is generally breaking loose.
  • A strategic thinker: you know that a great idea isn't the end of the journey but really just the first step; you carefully apply ideas to reality and seek the best path forward to bring those ideas to life, because while you don't constrain your thinking, you know that an awesome idea is worth little if it impacts nothing.
  • A collaboration master: you have strong communication skills and a clear ability to collaborate; adapting your communication style to the different personalities you're interacting with comes naturally to you, enabling you to work with multiple teams and cross-departmentally with ease.
  • Comfortable with ambiguity: you explore new problem spaces with unique constraints and thus non-obvious solutions; you're quick to identify and drive improvements when you see opportunities to make things better for our players; and you can do so effectively without burning or damaging your relationships.
  • Player-focused: you understand your impact on the player experience because you're a player, too; you listen closely to the community to better understand their needs before they do and improve the overall League of Legends experience.
  • Business-savvy: you're well-aware that if the decision hinges on one number, analyzing all the things is not the effective means to an end; your keen business know-how helps you identify the critical path to a meaningful answer with ease; educational or professional experience developing KPIs to inform business decisions will earn you bonus points.
  • A data decipherer: you use data to support and guide everything you do, but you're also not afraid to unleash some good old fashioned human intuition to tackle problems.

Задачи

  • Ultimately be accountable for the overall quality of Riot Player Support in Russia and CIS.
  • Develop Riot's Player Support experience in both Russian and CIS, including defining standards and ways of measuring success, creating QA guidelines, hiring new team members, and assisting with player issues while staying attuned with local cultural values and expectations.
  • Build and manage external vendor relationships to ensure the quality bar remains at its highest for the player's support experience.
  • Act as the voice of the player sharing their comments with Rioters and external vendors to collaboratively solve player pain.
  • Craft ongoing training programs, curriculum, and initiatives designed to enhance Rioters' understanding of current, improved, and new support tools and methods.
  • Utilize metrics and analyze data to assess if the PS tools and methods are effective, then use that info to streamline the PS process focusing on reducing player pain points, tickets, and rapid first-response time.
  • Team up with developers to identify and fix potential support issues before new releases go live.

Условия и компенсации

  • Employment in a leading gaming industry company.
  • Global team of professionals all over the world.
  • Big opportunities for professional growth: large-scale projects and tasks, highly autonomous decision-making and idea implementation, efficient training sessions, and strong feedback culture.
  • Highly competitive level of compensation.
  • Flexible work schedule, comfortable and well-organized office in the downtown (Belorusskaya), health insurance policy for the Rioter and their family, life insurance, and partial compensation of fitness-related, commuting, and meal-related expenses.
  • Special bonus for gamers: like all Rioters, we play lots of games, especially our own. We take play seriously and are passionate about games.
  • Company events and office get-togethers.
  • Top-of-the-line computers and peripherals.

Дополнительно

Please, send your resume and cover letter via our career site: https://www.riotgames.com/careers/28105. We receive a lot of applications, but we’ll notice a fun, well-written intro that shows us you take play seriously.

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Riot Games www.riotgames.com

We aspire to be the most player-focused game company in the world. We were established in 2006 by a couple of entrepreneurial gamers who believe player-focused game development can result in awesome games. In 2009, we released our debut title, League of Legends, to critical and player acclaim. Over 100 million play every month.

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