Player Support Manager

The Player Support Manager's mission is to ensure a seamless and positive player experience by providing player support, optimizing service quality and acting as a strategic bridge between players and development teams.

$Your role

• Support the Lead Player Support in developing the customer support strategy : processes, tools, and templates for more efficient support.
• Manage and respond to player requests through tickets, maintaining professional and empathetic communication with players.
• Create and oversee external support content for players, such as game guides, in collaboration with the Community Management team.
• Coordinate with the manager and the production team to relay player feedback and suggestions in order to continuously improve the gameplay experience.
• Stay informed and monitor competitor practices and tools to optimize and enhance our internal processes.
• Contribute to VIP player management by ensuring a personalized and optimal experience : regular follow-ups, prioritized responses, and targeted actions to maximize their satisfaction and engagement., * Access to sports equipment in the office
• Training & conferences supported to help you grow
• Quarterly / Monthly team lunches and a Christmas gift card
• ...and more !

$Recruitment process

We care about making this first exchange a meaningful one :

• 1/ Initial phone call with Isabelle, our Talent Acquisition Manager, to understand your background and walk you through the process
• 2/ Interview with Mo, our Player Support Manager, to align on expectations
• 3/ Discussion with Ludovic, our Marketing Manager to understand how you'll collaborate & to be aligned with the vision
• 4/ Final interview with Charles, and Benoît our CEO

We look for an empathetic and detail-oriented profile with at least 2 years of experience in player or customer support. Fluency in English and previous experience in mobile gaming are highly valued. A degree in marketing, communication, or community management is preferred.

The following skills are required :

• Strong knowledge of support tools such as Zendesk, Helpshift, or similar platforms ;
• Expertise in customer support processes and tools (macros, AI automation, templates, tags, bots...)
• Ability to handle data extracts and conduct analysis with Excel (a plus)
• Emotional intelligence and empathy to maintain professional and positive interactions with players
• Stress management and the ability to take a step back when facing complex situations
• Strong teamwork spirit combined with excellent written communication skills.

Million Victories 34 rue Verlet Hanus 69003 Lyon France, At Million Victories, we aim to bring the powerful emotions of Massively Multiplayer Online (MMO) games to millions of players : the thrill of epic battles, the pride of shared progress, the strength of a united community ! To achieve this, we are redefining the genre : we create unique, innovative, and accessible MMO games for mobile. Since the launch of our first game, Million Lords, a real-time strategy MMO, we've seen steady and solid growth. Backed by the successful completion of a nearly $40 million funding round, including both primary and secondary investments, and supported by a team of 35 professionals, we are accelerating our growth to take our game to the next level. - Our values : ambition, originality, respect. - Our culture : we believe it's possible to pursue excellence within a culture of kindness. At Million Victories, performance grows from trust, autonomy, and the richness of diverse backgrounds and perspectives. Working at Million Victories means : - Having your initiatives recognized and valued - Enjoying real autonomy in how you organize your work - Joining a welcoming, supportive, and committed team Curious to see more ? Take a peek behind the scenes on our Instagram !