Player Support Lead

KANO/APPS

June 24, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11756

Job Category: 
Technical
Job Specialization: 
Marketing and Communications
Job
Company Overview: 

Established in 2008, KANO/APPS (www.kanoapps.com) is a profitable and growing Canadian company that creates social games. KANO/APPS knows how to connect people through play, and that's why our games have earned a loyal fan base encompassing millions of worldwide players across multiple social networks like Facebook, Kongregate and Armor Games. Our team of bright, talented and creative engineers, designers and artists work in a beautifully restored heritage building in downtown Victoria, British Columbia and we represent the brightest in a new, thriving online culture and the leading edge of the social gaming industry. 

Want to learn more about us? Check out our company blog at www.kanoapps.com/blog! 

Our goal is simple: To build a vibrant and thriving community around fun and engaging social games. 

Job Summary: 

KANO/APPS is hiring a community and support lead to drive initiatives for vibrancy and growth within our online F2P gaming communities.

This candidate will take a hands on role in resolving player issues and will work with KANO/APPS team members to continually evolve our community and support processes, with an emphasis on minimizing player pain points and improving our overall social gaming experiences.

Key efforts will be around helping KANO/APPS teams to address difficult game bugs and community dynamics and more importantly, to proactively seek out preventative action to quell problems before they blow up.

Ideal candidates will:

  • Be thick skinned: You will be able to address problems pragmatically and not be affected by abrasive or negative individuals. Your job is to assist players to build a better community and not to police them.
  • Lead by example: You are not afraid to roll up your sleeves and tackle issues alongside teammates.
  • Not stand for complacency: If things are status quo, you are not happy. You thrive on making things better.
  • Be support experts: You will have at least 3 years of hands on experience working and developing first-rate support teams. You’ve created a framework of practical experience using ticket-based help environment that others can build upon and whether dealing with billing, technical or player behavior, you produce superb results.
  • Be data-driven: You use metrics and analyze both qualitative and quantitative data to assess the effectiveness of your team, methods and tools.
  • Love challenges: The more difficult the problem, the higher your raise yourself to find a solution to address it.

Responsibilities include:

Continually evolving player support and community processes to emphasize reducing player pain points, overall ticket reduction and rapid first-response resolution as well as evaluating performance and working to improve the organization as a whole.
Organizing and leading Support and Community efforts, establishing new standards, best practices and guidelines while upholding brand values.

Acting as a friendly advisor to all support-related fields, guiding people to solutions and providing them with what they need to create awesome player experiences.

Pulling, analyzing, auditing and tracking data to ensure high quality performance by the Community and Support teams.
Helping to resolve tickets to continuously stay abreast of issues.

How To Apply: