Customer Support Manager

Key Responsibilities
As this is a new role, with the support of the team you'll be required to build out the ways of working and structure that will be critical for success.
1. Running the Inbound Queue
Own every ticket that comes in, across in-app support, live chat and social. Queue health, coverage across time zones, response and resolution times, and the rostering that makes them achievable.
Handle the escalations that need judgement: refunds, bans, appeals, disputes between players and organizers, safety reports. You decide within agreed limits and only bring the genuine edge cases upward.
Keep quality consistent, so two people with the same problem get the same answer.
2. Community Health
Our communities are diverse, and the vast majority of people are here for the right reasons. We want them looked after with compassion, fairness and encouragement.
Hold consistent standards across every market, and step in firmly to protect people when a situation calls for it.
You set the tone the team answers in. It's one of the most visible things we do.
3. Process & Insight
Our knowledge team writes the SOPs. You turn them into training, workflows and daily habit, and tell them where the documentation doesn't match what's actually happening on the ground.
Report weekly on volume, contact reasons, response times and CSAT, and tell product and engineering where the tickets are really coming from.
Manage, develop and grow the team as our coverage expands.
4. Building for Scale
We're leaning into AI opportunities to deliver better community experiences at scale. You'll help shape where that goes and what it's good for.
Work closely with the knowledge and tooling team so the systems get better at the same rate the community grows.