Daybreak Game Company LLC

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Customer Service Manager

Needham, MA
Customer Support

Job Description

Standing Stone Games is looking for a dynamic and creative Customer Service Manager who supports their team and works diligently to maintain, as well as continuously improve, processes to facilitate the highest level of customer support.


  • Champion outstanding customer service for all players while maintaining a customer comes first mindset
  • Assure agents are assisting customers in a professional and courteous manner
  • Manage time, personnel, and resources to ensure the most robust, effective, and efficient support
  • Work closely with the creative development team to assess, create, and implement innovative solutions
  • Use analytics to evaluate and act upon KPIs—use this data to drive process and flow improvements
  • Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
  • Coach and mentor teams to uphold high performance and positive morale
  • Facilitate excellent communication between studio leads and Customer Service department
  • Expertly handle complex player escalations with compassion and understanding Evaluate data to determine fraud vectors and possible exploits


  • 4+ years’ experience in a Customer Service supervisory or management role
  • Bachelor’s Degree or equivalent experience
  • Experience with online gaming communities, either as a player or industry work
  • Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
  • Knowledge of CRM systems such as Zendesk
  • Knowledge of analytics generation and evaluation to drive business decisions
  • Working knowledge of using a calm demeanor to handle escalating situations with impartiality
  • Excellent and effective problem solving and time management skills
  • Effective verbal communication and written skills
  • Creative, self-driven with a strong work ethic
  • A passion for game development and technology


  • Knowledge of Standing Stone Games’ titles (e.g., Lord of the Rings Online, Dungeons and Dragons Online)
  • Knowledge of an array of video games on PC and consoles
  • Knowledge of Game development

Note: *Employment Agencies: Please do not contact this job post with unsolicited services or offers*

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