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Customer Support Manager

2 weeks ago

Manila, National Capital Region, Philippines MON Co. Full time

About Us

MON Co. is a pioneering development studio and publisher at the intersection of gaming, entertainment, and blockchain technology.

The company aims to deliver high-quality, engaging experiences across various entertainment platforms, bridging the gap between Web2 and Web3.

We are seeking an experienced Senior Customer Service Lead to lead our customer support team, managing daily operations and ensuring timely and accurate responses to player inquiries.

Key Responsibilities:

  • Customer Support Management: Oversee the dedicated customer service platform, act as primary point of contact for escalated player requests, and ensure quick resolution and customer satisfaction.
  • Process Improvement: Develop and implement best practices for customer support, analyze support metrics and feedback to identify trends, areas for improvement, and opportunities to enhance the player experience.
  • Collaboration: Work closely with game development and operations teams to relay player feedback, identify common issues, and drive improvements in the game.

Requirements:

  • Proven experience (minimum 3-5 years) in customer service, preferably within the gaming or tech industries.
  • Demonstrated expertise in managing customer service platforms and tools.
  • Excellent communication skills in English, both written and verbal.
  • Strong problem-solving skills with a customer-first mindset.