Support Operations Manager

Xcommerce is hiring for a Gaming Software company.

Role Overview 
Are you passionate about delivering exceptional customer experiences and leading teams that put community first?

We're seeking a Support Manager who can set the standard for quality support while driving continuous improvement across our support operations. This role combines hands-on support expertise with strategic leadership to ensure our community
receives consistently outstanding service that reflects the company's commitment to making gaming more fun.

In this role, you'll work closely with teams across the company including Content, Product, Engineering, and Marketing. Success requires not just support expertise, but the ability to build strong cross-functional relationships and drive collaboration.

You'll need an investigative mindset to dig deep into issues, working across teams to identify root causes and implement lasting solutions.

This isn't a role for someone who wants to work in isolation – we're looking for a collaborative leader who can
break down silos and unite teams around delivering exceptional user experiences.

Key Responsibilities
1. Quality Support Leadership
? Set the standard for support excellence through personal example
? Create and maintain quality guidelines for support responses
? Review support interactions to ensure consistently high quality
? Coach teaUpgrade to see actual infombers on crafting effective, brand-aligned responses
? Handle escalated issues with exemplary problem-solving skills

2. Team Management & Performance
? Lead and develop a team of support specialists
? Track and optimize individual and team performance metrics
? Set clear goals and expectations for the support team
? Conduct regular performance reviews and provide actionable feedback
? Foster a positive, collaborative environment that promotes growth

3. Process Optimization & Innovation
? Analyze support operations to identify improvement opportunities
? Lead initiatives to enhance support efficiency and effectiveness
? Evaluate and implement new support tools and technologies
? Develop and optimize support workflows and procedures
? Partner with Product and Engineering teams to drive issue resolution and
product improvements
? Collaborate across departments to identify and address systemic issues
? Build strong relationships with other team leads to ensure smooth cross-
functional operations
? Share insights and trends with Product teams to influence feature
development

4. Knowledge Base Management
? Lead the development and maintenance of our support knowledge base
? Ensure all documentation aligns with the company's brand voice
? Implement processes for regular content reviews and updates
? Create templates and guidelines for knowledge base articles

Required Qualifications
? Proven experience managing support operations in a SaaS environment
? Track record of successful cross-functional collaboration with Content,
Product, Engineering, and Marketing teams
? Strong analytical and investigative mindset with ability to dig deep into
complex issues 
? Experience writing exceptional customer support responses and setting
quality standards
? Demonstrated success leading and developing support teams
? Proven ability to manage support metrics and drive performance
improvements
? Excellence in written and verbal communication in English
? Experience with knowledge base management and documentation
? Active PC gamer with passion for game enhancement

Preferred Qualifications
? Experience in gaming industry support or community management
? Background in implementing and optimizing support platforms
? Experience with process improvement methodologies
? Background in managing support for international user bases
? Experience with offshore/remote team management

What We Offer
? Competitive compensation
? Work with cutting-edge technology in the gaming space
? A chance to be part of a passionate community of gamers and creators

How to Apply 
Please send a link to your resume.
? Examples of your best support interactions
? Your experience leading and developing support teams
? A brief description of a support process improvement you've implemented

Join us in creating the ultimate PC gaming companion!