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.