Customer Support Lead

Discipline: Customer Support

Location: Cambridge

Employment Type: Permanent

Closing Date: 23 May 2019

Salary: Competitive

Customer Support Lead

Frontier are the studio behind Jurassic World Evolution, Elite Dangerous and Planet Coaster. We are Britain’s biggest independent publisher and developer of videogames, based among the world-leading technology cluster in the historic city of Cambridge, England.

We are proud to be named one of the UK’s Best Places to Work by GamesIndustry.biz.

We are looking for our next big customer service advocate to join our passionate Customer Support team. As a Lead, you will support and empower a team that provides outstanding, impactful and memorable support to our players! You will also work closely with various departments including development, publishing and QA teams regularly to ensure problems are tackled at the source.

We are looking to strengthen our leadership within Customer Support, expanding on the exemplary service currently provided to our current and future players while also helping employees develop and progress within Frontier.

Responsibilities:

  • Lead and manage others to provide industry-leading customer service
  • Identify and resolve a wide variety of problems, ranging from customer reported issues to departmental operations
  • Expertly handle team challenges, providing appropriate support on an individual, team and department level
  • Motivate others to perform to the best of their abilities and create development plans to help individuals reach their full potential
  • Liaise with various department heads and represent the customers we serve
  • Drive results in quality and satisfaction within the customer support department
  • Assess, escalate, feedback and communicate issues requiring input from other departments
  • Build processes to shape training material
  • Become a positive, public representative of Frontier Developments

About You:

Essential:

  • 3+ year’s experience managing a consumer-facing customer service team
  • Ability to communicate confidently and effectively both verbally and in writing
  • Collaborative approach
  • Confident working in a fast-paced environment and able to react positively to change
  • Meticulous attention to detail
  • Sourcing and interpreting large amounts of data to feed back into the business
  • A passion for video games.

Desirable:

  • A knowledge of Frontier’s games and in particular, Elite Dangerous
  • Experience working professionally on massively multiplayer online games
  • Experience in the gaming industry

Candidates will need to submit their CV and a Covering Letter expressing their interest in the role to be considered for the position.

What we can offer you

At Frontier we believe your work should be rewarding in every way. We offer the chance to work on blockbuster franchises and world-leading IP in a studio environment considered one of the best places to work in the UK.

We also offer a range of flexible benefits to our 400+ team, including life assurance, private family healthcare, pension, flexitime working hours, enhanced maternity/paternity package, in-house catering, support with relocation, a Cycle to Work scheme and free bike servicing, regular in-house wellbeing sessions, regular social events, and annual bonus and sharesave schemes for everyone to share in the studio’s success.

We welcome and encourage applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender identity, marriage or civil partnership, pregnancy or maternity, religion or belief.

Apply now