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Senior Director, Customer Support

Jam City

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Job Details

Location: Las Vegas, Clark County, Nevada, US-NV, USA Posted: Feb 28, 2024

Job Description

As a leading mobile games developer, Jam City is looking to “level up” our talent. We’re on the hunt for innovators who consider themselves dynamic, collaborative and thrive in a fast-paced environment. PERKS & BENEFITS Unlimited Vacation, Paid Sick Days, Kin Care & Holidays* 100% Covered Medical and Company-Sponsored Dental & Vision ( Plans Vary )* Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More* Wellness Activities & Programs 12 Weeks Paid Parental Leave* Happy Hours Company Events Dog-Friendly* * Only applies to full-time positions. The Senior Director of Customer Support at Jam City plays a pivotal role in ensuring exceptional player satisfaction across our gaming portfolio. Responsible for resolving player issues promptly and effectively, the ideal candidate will define the vision, tone, processes, best practices, and policies governing customer support. With a focus on fostering exceptional player experiences, this role demands superior process management, outstanding interpersonal skills, and a deep understanding of the mobile gaming landscape. Collaborating across all business units, particularly with game studios, the Senior Director of Customer Support will provide valuable insights on customer feedback, championing the player's voice and viewpoint throughout the organization. Reporting to the EVP of Games, this position offers an exciting opportunity to lead customer support initiatives and drive continuous improvement in player satisfaction.


    • Partner with Studios within the organization to understand business goals, recommend support strategies, define service tools requirements, and drive meaningful improvements to the player experience.
    • Lead, mentor, and coach CS Leads, embedded across our gaming studios, to achieve performance targets and deliver an exceptional player experience.
    • Monitor KPIs to identify trends, risks and opportunities and ensure consistent attainment of performance objectives.
    • Develop and implement best practices for resolving player issues promptly and effectively.
    • Collaborate with game studios and other business units to ensure strategic alignment with Jam City objectives.
    • Effectively use data to provide timely and meaningful feedback on top customer issues to relevant stakeholders.
    • Maintain a high level of integrity and professionalism in all customer interactions.
    • Drive continuous improvement initiatives to enhance player satisfaction and loyalty.
    • Manage external customer support partner(s) and be the main liaison for all vendor related issues.
    • Create and maintain effective resource plans, forecasting and budgeting necessary to achieve Jam City support objectives.


    • You love games! You have a passion for creating new game features and playing mobile games.
    • 10+ years' experience leading diverse, creative, managerial and technical teams, including exposure to senior levels of management in a global organization.
    • Proven experience in customer support management, preferably within the mobile gaming industry.
    • Strong understanding of mobile gaming trends, player behavior, and market dynamics.
    • Excellent communication, negotiation, and conflict resolution skills.
    • Ability to develop and implement strategic initiatives to improve customer satisfaction.
    • Demonstrated leadership ability and experience managing across geographically diverse teams.
    • High level of integrity, professionalism, and commitment to excellence.
    • Passion for gaming and a genuine desire to create outstanding player experiences.
    • Proven track record in building effective interpersonal business relationships and generating business in a highly matrixed organization.
CHECK OUT LIFE AS A JAM CITIZEN: - Company news and events on our LinkedIn - Company Blog - Employee Feedback on our Comparably page - Find videos on our teams and games on our Youtube OUR COMMITMENT TO EQUITY, DIVERSITY, & INCLUSION We believe in creating games that unite people across the world and that showcase our commitment to providing an environment that is both inclusive and diverse for our players and employees. We strive to create a workforce that is reflective of our global player community as we know that we are stronger and better when we play together. To help promote an inclusive culture, we celebrate the visible and invisible diversity of our Jam Citizens through initiatives including Employee Resource Groups, cultural events, trainings, speaker series, and more. Jam City is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, age, sex (including pregnancy), national origin, ancestry, religion, ethnicity, marital, or domestic partnerships status, disability, genetic information (including the refusal to submit to genetic testing), predisposing genetic characteristics, military status, veteran status, domestic violence victim status, sexual orientation, gender identity or expressions, or any other classification protected by federal, state, and local laws. Our management is committed to following this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruiting, pay, and other forms of compensation, training, and general treatment during employment. ABOUT JAM CITY Jam City is an award-winning mobile entertainment studio providing unique and deeply engaging games that appeal to a broad, global audience. Led by CEO Josh Yguado, former 20th Century Fox executive, Jam City is the creative powerhouse behind some of the highest-grossing and most enduring mobile games. Jam City’s global franchise Cookie Jam has generated more than half a billion dollars, and Panda Pop has more than 120 million downloads to date. The company also is the go-to studio for Hollywood, having developed immersive, narrative-rich mobile games around iconic entertainment brands. The company’s popular RPG game Harry Potter: Hogwarts Mystery was the #1 game in more than 40 countries at its launch in April 2018. Jam City has nine studios located in Los Angeles (HQ), Berlin, Buenos Aires, Bogotá, Burbank, Cedar Falls, San Diego, San Francisco, and Toronto. Apply for this job

About Jam City

Jam City is a mobile entertainment company, connecting the world through technology, creativity, and play.

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