Customer Service Manager job

subject: Customer Service Manager , Flagship Studios

Flagship Studios is looking for Customer Service Manager
duration - Full Time

Job details: Customer Service Manager Flagship Studios is seeking an experienced manager of Customer Service for its Online Division.

Responsibilities include:
Devising and building the complete customer support infrastructure for AAA (MMOs) massively-multiplayer online games
Developing and maintaining FAQs, knowledge databases, and other user self-help systems
Regularly auditing the off-shore, Level 1 customer support to maintain top quality
Devising the in-house customer support system for Level 2 and Level 3 support issues
Building and managing a staff for Level 2 customer support.
Assisting in the specification and design of Flagship Studios proprietary Customer Service software tools

Requirements:
3 years experience managing Customer Service Representatives
Experience managing off-shore customer support call centers
Good people skills, written communication, and technical skills
BS degree or equivalent experience

Bonus points for:
CSR management of an online game
Management of day-to-day operations in preparation for a AAA MMO launch
Interest in MMOs

Mail Resume and Cover Letter to:
Flagship Studios
ATTN: Customer Service Manager
221 King Street, #218
San Francisco, CA 94107-1756

Email:
jobs@flagshipstudios.com

Location: San Francisco, California, United States

Contact info:
Phone: 4154891400
Fax: 4154891498
E-mail: lstjohn@flagshipstudios.com
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