Player Support Lead

As our Player Support Lead here at Build A Rocket Boy, you'll be vital in ensuring our players receive the quality support and excellent experience to get back into EVERYWHERE.

Reporting to the manager of BARB Player Support, the Player Support Lead will be part of a team key to achieving exceptional service provided to EVERYWHERE players.
In this role, you will…

Responsibilities

• Help execute the company Player Support vision.
• Assist the manager of BARB player support, overseeing the day-to-day operations of the Player Support Team.
• Author training materials, process documentation, and conduct audits of the Player Support team.
• Act as an escalation point to support colleagues both internal and external.
• Assist external support partners with their day-to-day operations.
• Ensure results produced meet service level agreements, and quality standards.
• Handle escalated Player Support requests with compassion, contextual understanding, professionalism, and fun.
• Collect and report on KPIs.
• Build proposals and confidence in presenting.
• Engage with internal teams to resolve support issues, report bugs, and participate in playtests.

Requirements

• Passion for games and creating positive user experiences!
• 1-2 years previous customer service experience in a senior or lead role.
• You've previously led outsourced teams.
• Familiarity with PC troubleshooting and technical support.
• Excellent communication skills written, verbal and presenting.
• Attention to detail and strong organisation skills.
• Pro-active, positive, and supportive attitude.
• Experience training support teams internally and externally.
• Available for weekend coverage.

Our Global Benefits & Perks

• Unlimited coaching & therapy — with Oliva, to support your mental health
• £500 annual Learning Budget — to spend on Learnerbly
• Stock Options — everyone owns a piece of our success
• Compassionate Leave — regardless of who it is, whether you've miscarried, or a lost a pet, you don't need to tell us why
• Birthday Present — £150 voucher or a charity donation
• Birthday Day off — to celebrate your birthday away from work each year
• Caregiver Leave — up to 5 days each year to support your loved ones
• New baby gift — £250 toward a meal delivery or cleaning service
• Remote Working Budget – for remote workers to get out of the house
• Pension scheme — to finance those golden years
• Socials — office & remote events, play sessions and company-wide parties
• And even more benefits based on your location!

If you're based in the UK

• 29 Annual Leave + 3 bank holidays - we're flexible with most bank holidays so you can use the time to celebrate what's important to you
• Long Service Days - 2 extra days added on your 2nd & 4th anniversaries with us.
• Private Medical Insurance - full cover with AXA
• Healthcare Cash Plan - Level 3 cover with Medicash
• Enhanced Family Leave - Primary caregivers; 13 weeks full pay, 13 weeks half pay, Secondary caregivers; 2 weeks full pay
• Cycle2Work Scheme - lease a bike through us and save on tax too!
• Electric Car Charging - electric car charging at our Port office in Edinburgh, Scotland.

About us

Build A Rocket Boy is developing EVERYWHERE; an experience with a breadth of unimaginable gameplay adventure.

We are a mix of industry leading veterans whose credits include some of the best selling and most loved games of all time. We're a creative digital entertainment studio with an open and progressive methodology, dedicated to delivering games of the highest calibre possible.If you want to feel comfortable, inspired, and appreciated in your work pursuits then come join us. We have offices in Edinburgh and Budapest and are happy to sponsor your relocation to one of these cities.

If you want to feel comfortable, inspired, and appreciated in your work pursuits then come join us. We have offices in Edinburgh, Budapest and consider WFH candidates.