Based in Montreal, Behaviour Interactive is one of the largest independent game developers in North America. Anchored in the industry for more than 25 years now, its success is characterized by its versatility to create games based on leading brands, but also original IP's across all major platforms. Behaviour is a Canadian company with an entrepreneurial culture that promotes opportunities & personal development at the same time that giving their employees the feeling of making a difference.
Who you are:
Naturally curious & devoted to improving & learning every day.
Passionate about improving self-help options, customer-facing & internal tools.
Patient & empathetic.
What you'll be doing:
Effectively manage the daily operations of the Customer Support team.
Train & onboard new Customer Support agents.
Build & update the documentation of CS best practices as well as FAQs.
Manage the communication & escalation of issues with the project's stakeholders (Product Manager, Producer, Dev team, etc.)
Create & share weekly/monthly CS reports with project stakeholders.
Gather customer feedback/requests & share with our Product team.
When needed, help your CS agents answer player requests.
Excellent communication skills in both French & English
Patient & persuasive
Able to produce consistent high-quality work independently
Empathy & ability to use positive language
Knowing how to prioritize
Strong experience in Customer Support
Serious bonus points if you:
Have experience working with Helpshift and/or Zendesk
Have experience working on mobile free-to-play games.