Director of Customer Support

Big Fish Games is a global leader and innovator in the online games industry, producing and delivering the world’s best games and game experiences. Big Fish Games Studios develops and publishes the industry’s leading brands for computers, mobile devices and consoles. Its portfolio of hit games includes Mystery Case Files®, Hidden Expedition™ and Azada™. Big Fish Games’ portal at www.bigfishgames.comdistributes more games worldwide than any other online site and offers visitors a rapidly expanding selection of content by launching A New Game Every Day! ™

We are looking to add a strategic, dynamic team-player to lead our continued efforts for growth in our customer support team. As the Director of Customer Support, you will report to the VP of Business Operations.

Key responsibilities include but are not limited to:Collaborate with the Executive leadership team to Identify, communicate and manage the business unit’s missionDevelop monthly, quarterly, and annual business objectives Design the organization structure and identify and develop the roles and responsibilities for the organizationReview and approve the groups “business” rules to ensure that each supports the departments mission and businesses objectivesRecruit, train, support, and develop the team to include training, supervisors, quality control, scheduling, reporting and analysis and technologyDrive cross functional communication of customer issues and opportunities into other departments including Game Operations, Product Management, Engineering, Studios, Business Development, Finance, and Legal. Participate in product development and launch planning

Required skills, education and experience:Bachelor’s degree required8-10 years progressive experience in a Customer Service/Technical leadership position with a successful track record of leading, mentoring and motivating employeesStrong  functional business process, organizational behavior, statistics, budgeting, and cost controlProven change management skills. Facilitates a shared vision and urgency for changes by clarifying how the changes will help the organization meet business goals and by articulating the benefits of change. Ability to challenege the status quo and approach challenges in new and innovative ways
Demonstrates high level of integrity. Follows through on commitmentsAwareness of leading CRM, telephony, live chat, and moderation software and best practices.Strong analytical and problem-solving skills; ability to plan, prioritize an organzie effectively and to make sound, logical decisions




We offer competitive compensation packages and killer benefits! Come be the Big Fish in the pond!