{"id":3364488,"url":"https://alion.io/job/arenanet-customer-support-manager","title":"Customer Support Manager","company":{"id":449661,"name":"ArenaNet","domain":"arena.net","url":"https://alion.io/company/arenanet","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":93616,"max":135746,"currency":"USD","period":"year","gross":null,"usd_annual":135746},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-27T18:17:29Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T15:34:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"At ArenaNet, we’ve always believed that games are art. They have the power to communicate ideas and tell stories. They can change the way we think, reflect our cultures, and move us. As the developer of the award-winning Guild Wars game series, we’re proud to share our passion for the online worlds we’ve created with over 21 million players worldwide.\nArenaNet develops and publishes games for every kind of person, which means our games need to be built by every kind of person. We believe the best experiences come from working together, celebrating differences, and helping each of our team members shine.\nWe are looking for an experienced Custumer Support Manager to help lead and optimize customer service operations for the Guild Wars franchise. In this role, you'll play a key part in ensuring our players receive timely, effective, and high-quality support while continuously improving the processes, tools, and systems behind the experience.\nYou'll oversee day-to-day support operations across internal and external teams, monitor performance, manage escalations, and use data to identify opportunities for improvement. You'll also help shape support policies, optimize Zendesk workflows, and develop resources that empower both our support teams and players.\nWe're looking for someone who combines strong operational leadership with a hands-on, analytical approach to problem-solving. The ideal candidate is comfortable managing competing priorities, driving meaningful change, and navigating the unique challenges of supporting a large, passionate online gaming community.\nWHAT YOU'LL DO\nLead internal and external customer support teams, prioritizing and coordinating daily operations.\n\nDrive process improvements to enhance service quality and efficiency.\n\nMonitor and evaluate team productivity, service quality, and customer satisfaction.\n\nDevelop and implement customer support policies, procedures, and escalation processes.\n\nCreate customer-facing content, internal policies, and training documentation.\n\nMaintain accurate, up-to-date support documentation to improve self-service and customer satisfaction.\n\nManage complex customer escalations, including those involving legal and data privacy concerns.\n\nBuild and maintain reports and dashboards in Zendesk or similar platforms.\n\nAnalyze support metrics and provide insights and recommendations to management.\n\nServe as a subject matter expert for assigned games and products.\n\nProvide support during weekends and holidays as needed, particularly during game launches.\n\nTravel domestically or internationally as needed, approximately once or twice per year.\n\nWHAT WE'RE LOOKING FOR\nBachelor's degree in a relevant field or an equivalent combination of education and experience.\n\n8+ years of customer support experience, including at least 3 years leading or supervising teams.\n\nExperience supporting MMOs or other online multiplayer games preferred.\n\nExperience with Zendesk administration preferred.\n\nProficiency in Zendesk reporting, configuration, and support workflows.\n\nStrong analytical skills with the ability to build reports, interpret metrics, and identify opportunities for improvement.\n\nProven ability to improve service quality, streamline processes, and drive operational change.\n\nAbility to provide strategic direction and oversee daily operations for customer support teams.\n\nStrong organizational skills with the ability to manage competing priorities in a fast-paced, evolving environment.\n\nSound judgment and the ability to work independently and make informed decisions.\n\nExcellent written and verbal communication skills, including the ability to present information to all levels of management.\n\nAbility to handle complex escalations, high-pressure situations, and difficult customer interactions professionally.\n\nFamiliarity with PC gaming and multiplayer online games.\n\nFlexibility to work occasional weekends and holidays as business needs require\n\nThis role is remote-friendly, but we are currently prioritizing candidates who are local to the Bellevue, WA area and open to occasional onsite collaboration.\nPay Range: $93,615.50 - $135,745.50\nPlease note that the pay range listed in this job posting reflects the full salary range for this position. While we provide this range to offer transparency, our target hiring range typically falls between the minimum and the midpoint, allowing room for growth potential within the role.\nTotal compensation includes base salary plus annual bonus potential. When determining an offer amount, many things are taken into consideration such as qualifications, experience, internal equity, and work location. We strive to provide competitive and equitable compensation packages to all our employees.\nThis role is also eligible for medical, dental, vision and life insurance, short and long term disability, 401(k), flexible and dependent care spending accounts, PTO, paid holidays and parental leave.\nApplications will be accepted until Monday, November 9th at 10am PT. If the deadline is extended, the posting will be updated accordingly. If the position is filled before this date, the posting will be removed.\nDon’t meet every single requirement on this job post? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ArenaNet, we believe diversity in culture, ethnicity, gender, sexual orientation, and backgrounds make us a better team - we celebrate it. So, if you’re excited about this role, but your experience doesn’t align perfectly with every qualification listed, we encourage you to apply anyway. You may be just the right candidate for this or other roles.","description_format":"text","description_chars":5684,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile Games","Game Development"],"lifecycle":[{"event":"open","at":"2026-10-27T22:30:58Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":5,"green_card_filings_12m":0,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":18,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":135746,"is_top_pay":true},"html_url":"https://alion.io/job/arenanet-customer-support-manager","json_url":"https://alion.io/job/arenanet-customer-support-manager.json","meta":{"generated_at":"2026-11-01T16:19:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25143,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449661},"rest":"https://alion.io/mcp/rest/get_company?id=449661"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Farenanet-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Farenanet-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Farenanet-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/arenanet-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Farenanet-customer-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3364488}},{"tool":"search_jobs","arguments":{"company":"arena.net","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3364488},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}