Careers

At nWay, we’re passionate about games and we’re always looking for talented individuals who share that same drive. Our studio is located in downtown San Francisco and we’re conveniently located near BART and Muni.

Marketing

Customer Service Manager

San Francisco, CA

NWay is looking for a Customer Service Manager who will be responsible for the daily operations and execution for ongoing Customer Support Operations.

This role will have responsibility for maintaining service levels, measuring and improving player satisfaction, and managing vendor and offshore CS operations.

The successful candidate for this role will become a game expert for all of nWay’s titles and will support nWay’s Studio partner groups in the execution of player-facing information exchange.

The position will require the skill to build and maintain an integrated live operations relationship with studio partners and other internal teams, while ensuring an excellent player and customer support experience for our players.

You should have experience mentoring colleagues, providing quantitative and qualitative feedback, and establishing developmental processes for live operational efforts and product launches.

  • Define the customer support team’s quarterly objectives to ensure that our support team was meeting our SLAs.
  • Provide analysis and insights to the dev team to identify issues and features that potentially impact revenue and customer sentiment.
  • Handle all escalations of product and game issues to coordinate with the dev team for expedited resolutions and communication plans.
  • Develop knowledge and usage of the current CRM tools to leverage data that would improve the player and customer experience.
  • Manage external vendor operations, including customer support quality control, and offshore CS agent performance.
  • Conduct meetings with offshore CS teams and internal stakeholders to ensure everyone understands company and team goals; and to check in on team health/motivation.

 

Contact us at HR@nway.com

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