Customer Support Team Manager

Kabam, Inc. (“Kabam”) creates, develops, and publishes massively multiplayer games that are available to a global audience on mobile devices via its own dedicated channel in the Apple App Store, Google Play, and the Amazon Appstore.

The Customer Support Team Manager will evolve and maintain a staffing strategy as well as career manage all PX staff in Austin.

* Work with the global cross functional teams to understand current and future PX staffing needs * Create and execute staffing plan to hire all PX support agents * Ensure proper allocation of personnel and resources across multiple titles to maximize customer service impact for the company * Collaborate with Training staff to create and manage onboarding and training processes for all new hires * Drive career growth for all team members by setting goals and expectations, and coordinating evaluations of employees at key milestones * Direct PX Leads in providing coaching and mentoring support for front-line PX staff * Work with the PX Leads to evaluate staff performance * Develop and lead strategic PX initiatives to better service customers * Identify and execute operational improvements

* Previous work experience with free to play games * Experience managing and staffing teams * Experience in leading strategic customer support initiatives to better service customers, increase operating efficiency, and support new operational models * Ability to thrive in a fast-paced environment * Self-starter, able to identify obstacles and work through solutions * Passion for figuring out what the teams need and how to improve that * Strong verbal and written communication skills * Strong passion and interest in interactive media – video games, social networking, etc. * 2-5 years freemium game experience preferred