Senior Customer Support Agent

Company Description

People Can Fly, un des principaux studios indpendants de dveloppement de jeux AAA, est compos d'une quipe internationale de centaines de personnes talentueuses travaillant depuis des bureaux situs en Pologne, au Royaume-Uni, aux tats-Unis et au Canada, mais aussi de partout dans le monde grce nos programmes de tltravail.

Fonde en 2002, PCF a marqu le genre des jeux de tir avec des titres comme Painkiller, Bulletstorm, Gears of War: Judgment et Outriders. Nous sommes l'un des studios Unreal Engine les plus expriments de l'industrie et nous renforons nos capacits au moyen de solutions internes, savoir l'infrastructure PCF Framework.

Nos quipes cratives travaillent actuellement sur plusieurs titres passionnants : Gemini est notre nouveau projet en dveloppement avec Square Enix ; Maverick est un jeu Triple-A dvelopp en collaboration avec Microsoft Corporation ; Bifrost et Victoria sont des projets que nous dveloppons en modle d'auto-dition. Nous travaillons galement sur un projet de ralit virtuelle et d'autres projets non dvoils, plus d'informations venir plus tard.

Forte de plus de 20 ans d'exprience, PCF se lance la dcouverte de nouveaux horizons. Nous avons pour but de combiner notre expertise avec la crativit des meilleurs visionnaires de l'industrie afin de travailler collectivement la nouvelle gnration de jeux d'action destins la communaut mondiale de joueurs.

Si vous choisissez d'entreprendre cette aventure avec nous, vous aurez l'occasion de perfectionner votre art et d'approfondir vos connaissances, en travaillant aux cts de chefs de file de l'industrie pour offrir une exprience unique et toute nouvelle aux joueurs du monde entier.

Le Projet Victoria est un jeu d'action-aventure AAA non encore annonc dvelopp par notre quipe nord-amricaine, avec le soutien des studios europens du Groupe PCF.

People Can Fly is one of the leading independent AAA games development studios with an international team of hundreds of talented individuals working from offices located in Poland, UK, US, and Canada, and from all over the world thanks to our remote work programs.

Founded in 2002, we made our mark on the shooter genre with titles such as Painkiller, Bulletstorm, Gears of War: Judgment, and Outriders. We are one of the most experienced Unreal Engine studios in the industry and we are expanding it with in-house solutions called PCF Framework.

Our creative teams are currently working on several exciting titles: Gemini is our new project being developed with Square Enix; Maverick is a Triple-A game developed in collaboration with Microsoft Corporation; Bifrost & Victoria are projects we're growing in the self-publishing model. We are also busy working on a VR and undisclosed projects, more information on those to come later.

With over 20 years of experience, PCF sets out to explore new horizons. We aim to combine our expertise with creativity of the best and most forward-thinking talents in the industry to work together on the new generation of action games for the global gaming community.

If you decide to accompany us on this journey, you'll have a chance to perfect your craft and expand your knowledge, working alongside leaders in the industry on bringing a brand-new unique experience to the players worldwide.

Project Victoria is a yet unannounced AAA action-adventure game developed by our North American team supported by PCF's European studios.

Job Description

People Can Fly is looking for a Senior Customer Support Agent to join our upcoming live games.

As Customer Support, you will be the primary caretaker of our customer service operations, working with game teams, marketing, LiveOps and QA teams to deliver exceptional support at scale. You will be responsible for creating and maintaining our playbooks, processes, and creating a player-first culture that ensures our growing community remains at the heart of everything we do. You will help create the KPIs and SLAs to define how you'll collaborate with other teams to drive product and process improvements.

The ideal candidate will have worked in a customer support team before in live games for PC and / or console in addition to excellent communication skills, with the ability to convey player challenges to diverse audiences and is able to clearly communicate with leadership teams and stakeholders.

Responsibilities

• Oversee day-to-day player support operations, including monitoring our customer support mailing group, Discord, handling individual and mass support compensations, and regularly reviewing and updating player support FAQs, text templates, and help articles.
• Working with marketing and community teams, prepare for upcoming new game releases, updates, and live-operated events to best support the player experience.
• Work closely with producers and game developers to understand upcoming releases, feature specs, game tools, that will aid in supporting the game effectively.
• Establish and/or optimize processes to identify, track, and escalate in-game trends, emerging game issues, and policy opportunities.
• Manage, request, and improve support tools, including setting up and optimizing tooling, processes, automation, and other improvements.
• Collaborate closely with the Community Manager and Live QA teams to surface and address game-specific issues and trends and to ensure consistent and transparent communication with players.
• Monitor performance and report on key metrics to ensure the team exceeds operational excellence and KPIs, including CSAT, average handle time, average resolution time, agent quality, and more.
• Maintain comprehensive support documentation for internal and external use.

Qualifications

• 3+ years in a senior or leadership role within the gaming or tech industry
• 5+ years of experience in customer service or player support
• Hands-on experience with customer service platforms (e.g., Helpshift, Zendesk, Salesforce, or equivalent)
• Proven track record of managing multiple games simultaneously and overseeing both internally and externally sourced agents and/or outsourced support teams.
• Experience writing product requirement documents (PRD) to aid in the development and refinement of support tools and processes.
• In-depth understanding of the game development process and a variety of game content, preferably including live service games and mobile games.
• Extensive experience with CRM tools, Google Suite, and other customer support tools.
• Exceptional written and verbal communication skills, with experience creating PowerPoint presentations, agent training materials, documentation, and FAQs.
• Strong ability to set, analyze, and act on KPIs to inform strategy and decisions
• Excellent communication and organizational skills for cross-functional collaboration
• A player-first mindset and a passion for delivering exceptional experiences to customers

Nice to have:

• Experience supporting live-service games, free-to-play games, or working in the gaming industry
• Familiarity with global audiences and multilingual operations
• Knowledge of community management or player engagement strategies
• Basic technical knowledge of troubleshooting game-related issues to improve first-line support accuracy

Additional Information

Ce que nous offrons

• Un ensemble d'avantages sociaux pays 100 % par PCF
• La compagnie d'assurance rembourse les rclamations 100 % (jusqu' 1000 $ de services par anne, en plus d'une couverture familiale ou individuelle)
• Une couverture dentaire complte, y compris les soins dentaires
• La cotisation gale au REER hauteur de 4 % avant dductions fiscales, 100 % acquis ds le premier jour
• Une semaine de cong pay pendant les vacances d'hiver
• 20 jours de cong pay et 5 jours de cong de maladie pay
• Des sances gratuites de soins virtuels de sant et de bien-tre mental, incluses dans le rgime pour les membres et leurs personnes charge
• Un salaire comptitif et des primes annuelles bases sur le rendement
• Des occasions de dveloppement personnel et la possibilit d'uvrer dans un environnement mondial
• L'occasion de travailler au sein d'une quipe crative avec des personnes passionnes par ce qu'elles font

What we offer

• Benefit package 100% paid by PCF. Insurance company reimburses 100% of claims (Up to $1000 per service a year, as well as individual family coverage).
• Full Dental coverage, including major dental
• 4% RRSP matching before tax deductions, 100% vested on day 1
• Paid week off during Winter Holidays
• 20 paid vacation days and 5 paid sick days
• Free virtual health and mental wellbeing sessions included in the plan for members and their dependents
• Personal development opportunities and ability to work in a global environment
• Work in a creative team with people full of passion for what they do