Customer Experience (CX) Live Operations Manager

At Rockstar Games, you will be part of a team that creates world-class entertainment experiences. Working on rewarding, large-scale creative projects within an inclusive and highly-motivated environment, you will have the opportunity to collaborate with some of the most talented individuals in the industry. We are currently seeking a talented Associate Live Operations Manager with a passion for Customer Experience to join our team in Bangalore, India. In this role, you will be a key member of the Rockstar Games Support team, dedicated to enhancing the relationship between our games and players by delivering a top-tier support experience. You will contribute to improving the overall customer experience, streamlining support processes, and providing valuable insights to our product development team based on player feedback. Your responsibilities will include providing support to vendor partners, monitoring incoming ticket volumes, maintaining open communication channels with global teams, recommending staff allocation adjustments, evaluating staff scheduling for efficiency, and ensuring seamless communication with various stakeholders to uphold smooth operations. Additionally, you will need to be willing to work rotational shifts in a 24x7 environment. To qualify for this position, you should have 3-5 years of experience in Customer Service, preferably within the video game or entertainment industries. Strong technical support experience in a Tier 2 role or above, a deep passion for Rockstar Games, and a comprehensive understanding of the gaming industry are essential. A Bachelor's degree or equivalent in a relevant field is preferred. The ideal candidate will possess excellent verbal, written, and interpersonal communication skills, be detail-oriented with the ability to multitask effectively, and have experience working in a live operations center. Adaptability to changing business needs, strong game troubleshooting skills across various platforms, and familiarity with support ticket systems are also advantageous. Desirable skills include supervisory experience, proficiency in support ticket system management and Support Site software, as well as familiarity with Zendesk. If you meet the qualifications and skills outlined above, please apply with a resume and cover letter. Our recruitment team will reach out to candidates whose applications align with our requirements to guide them through the selection process. Rockstar Games is an equal opportunity employer committed to hiring, promoting, and compensating employees based on their qualifications and ability to perform job responsibilities effectively.,