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  • Customer Service Director Back
    Division/Studio: Vigil Games (Austin, TX)
    Employment Status: Full Time - Benefits
    Relocation Eligible: Yes
    About Vigil Games:
    Vigil Games was founded in 2005 by world renowned comic artist Joe Madureira and video game industry veteran David Adams. In 2006, we became a member of the THQ family. Vigil's recent release, Darksiders, available on current generation console systems, has achieved both critical acclaim and solid retail sales. The studio facility is located in the beautiful hills of Austin, TX. While always striving to be a world class game development house, Vigil also provides an exciting, fun, and creative work atmosphere.As part of the THQ family of studios, Vigil offers a very competitive compensation package that includes bonuses, stock options, health insurance, 401k, educational assistance, and much more.
    Job Description:
    THQ is currently looking for a full-time Customer Service Director for our Vigil office in Austin, Texas to support our forthcoming launch of the Dark Millennium MMO (DMO). The Customer Service Director is responsible for leading the department which will provide in game and billing/payment support for the game’s customers. The Customer Service Director provides guidance and direction on all day to day activities and manages employees’ performance and development. The director is also responsible for managing external partners within customer service.
    Core Responsibilities

    Define, implement and administer customer support policies, processes, procedures and training for the in-game and payment support function for DMO.  

    Participate in the identification, due diligence, and purchase of customer service software packages and in external partner and outsourcing services selections. Oversee external partners and outsourcers to ensure SLAs are met.

    Deriving and maintaining support-staffing models to ensure that the company is meeting and exceeding support goals and ensuring that support is able to adapt as the business needs change.  

    Building and maintaining an internal and external customer service team for in-game and payment/billing support; providing guidance, training and oversight of staff.

    Participate in the development and management of the budget via appropriate staffing and management.

    Overseeing the development and implementation of support tools, materials and procedures for customer support operations including development of deep and detailed knowledge bases.

    Provide regular reports and analysis of Customer Service statistics and KPIs to management.

    Collaborate with the DMO development and THQ teams to provide feedback to help improve the commercial game experience for customers.

    Providing leadership, mentoring, and coaching for existing and future customer service staff.

    Skills & Qualifications

    At least six years of online customer support experience with four or more years of experience managing a customer support team; online gaming preferred.

    Proven experience in large-scale, mass-market consumer product and service marketing demonstrating a solid understanding of the consumer.

    Demonstrated knowledge of Internet technologies, online gaming, multiplayer gaming and related consumer electronics.

    Proven experience with customer relationship management and software systems.

    Proven ability in establishing productive working relationships across the organization.

    Excellent analytical, oral and inter-personal skills a must.  Able to foster communication across departments.

    Experience with eCommerce, micro-transactions and subscription services

    Experience with 3rd-party support services.

    Prior experience in reporting and statistical analysis.

    An advanced degree is preferred but not required.


    Respond to the Job post by sending an email to jobs@vigilgames.com to apply for this position!