Senior Customer Support Manager – Global Gaming Community Leadership & Operations Excellence

About brighthush and the Guild Wars Legacy

At brighthush, we believe that games are more than entertainment – they are living canvases that shape culture, spark imagination, and forge communities. With the award‑winning Guild Wars franchise as our flagship, we have cultivated a vibrant ecosystem of over 21 million players worldwide. Our mission is to keep that world thriving by delivering world‑class support, listening to our community, and continuously refining the experience that keeps players coming back.

Why Join brighthush?

Working at brighthush means you’ll be part of a team that values creativity, collaboration, and inclusion. We celebrate differences, empower every team member to shine, and build products that resonate across cultures. As a Customer Support Manager, you’ll be at the heart of this mission, shaping how we help our community navigate challenges, celebrate victories, and stay connected.

Key Highlights

• Remote‑friendly role with a preference for candidates in the Bellevue, WA area for occasional onsite collaboration.
• Competitive base salary range of $93,615.50 – $135,745.50, with annual bonus potential.
• Comprehensive benefits: medical, dental, vision, life insurance, short‑ and long‑term disability, 401(k) with company match, flexible & dependent care spending accounts, PTO, paid holidays, and parental leave.
• Career growth opportunities in a fast‑moving, global gaming environment.

What You’ll Do

As the Customer Support Manager, you will lead and optimize the support operations that keep the Guild Wars community engaged and satisfied. Your day‑to‑day responsibilities will blend strategic vision with hands‑on execution, ensuring that every player receives timely, effective, and high‑quality assistance.

Leadership & Operations

• Lead cross‑functional internal and external support teams, prioritizing and coordinating daily operations across multiple time zones.
• Set clear performance goals, monitor productivity, and drive continuous improvement in service quality and efficiency.
• Develop and enforce support policies, procedures, and escalation protocols that align with brighthush’s standards and player expectations.
• Serve as the subject‑matter expert for Guild Wars products, translating game updates and technical changes into actionable support strategies.

Process & Tool Optimization

• Own the end‑to‑end Zendesk (or equivalent) administration: configure ticket flows, automate repetitive tasks, and refine workflows to reduce resolution time.
• Build and maintain dashboards, reports, and analytics that provide real‑time insights into key metrics such as ticket volume, first‑response time, CSAT, and NPS.
• Identify bottlenecks, propose data‑driven solutions, and collaborate with engineering, product, and community teams to implement systemic improvements.
• Maintain up‑to‑date support documentation, knowledge base articles, and self‑service resources that empower both support agents and players.

Escalation & Compliance

• Handle complex escalations, including those involving legal, data‑privacy, or security concerns, with discretion and professionalism.
• Ensure compliance with industry regulations and internal policies, maintaining a high standard of data protection and customer confidentiality.
• Provide guidance and mentorship to support staff on handling high‑pressure situations and difficult customer interactions.

Community & Culture

• Collaborate with community managers, content creators, and marketing to align support initiatives with broader player engagement strategies.
• Represent brighthush at community events, developer conferences, and industry gatherings, sharing insights and gathering feedback.
• Travel domestically or internationally once or twice a year to support launch events, community meet‑ups, or cross‑regional initiatives.

What We’re Looking For

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, or a related field, or equivalent professional experience.
• 8+ years of customer support experience, with at least 3 years in a supervisory or leadership role.
• Proven track record of managing large, distributed support teams in a fast‑paced, evolving environment.
• Hands‑on experience with Zendesk administration, reporting, and workflow optimization.
• Strong analytical mindset: ability to build reports, interpret metrics, and translate data into actionable improvements.
• Excellent written and verbal communication skills, with the ability to present complex information to all levels of management.
• Experience in the gaming industry, especially MMOs or other online multiplayer titles, is highly preferred.
• Familiarity with PC gaming culture and community dynamics.
• Flexibility to work occasional weekends and holidays, particularly during game launches or major events.

Preferred Qualifications

• Experience managing support for a global player base with multi‑language requirements.
• Background in data privacy, legal compliance, or cybersecurity within a customer‑facing context.
• Knowledge of additional ticketing platforms (e.g., Freshdesk, ServiceNow) and integration tools.
• Experience leading cross‑functional projects that involve product, engineering, and community teams.

Skills & Competencies for Success

• Strategic thinking combined with a hands‑on execution style.
• Exceptional organizational skills and the ability to juggle multiple priorities in a dynamic environment.
• Strong leadership presence, with a collaborative approach that inspires high performance.
• Data‑driven decision making: proficiency in Excel, SQL, or BI tools to uncover trends and opportunities.
• Customer‑centric mindset: empathy for players, a passion for problem‑solving, and a commitment to service excellence.
• Adaptability: thriving in a rapidly changing industry where new challenges arise daily.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As Customer Support Manager, you’ll have access to:

• Leadership training programs that sharpen your strategic, people‑management, and operational skills.
• Cross‑functional projects that expose you to product development, community engagement, and data analytics.
• Mentorship from senior leaders who have shaped the gaming industry.
• Conferences, workshops, and industry events that keep you at the forefront of customer support innovation.
• Clear pathways to senior leadership roles within the support organization or broader brighthush operations.

Work Environment & Culture at brighthush

Our culture is built on the pillars of creativity, collaboration, and inclusion. We celebrate the unique perspectives each team member brings, fostering an environment where ideas can flourish and players feel heard.

• Open communication channels: regular town halls, Q&A sessions, and feedback loops.
• Inclusive hiring practices: we actively encourage candidates from diverse backgrounds to apply.
• Flexible work arrangements: remote‑friendly with occasional onsite collaboration for team building.
• Community‑first mindset: every decision is evaluated through the lens of player impact.

Compensation & Benefits

Our total compensation package reflects our commitment to attracting and retaining top talent. The base salary range for this role is $93,615.50 – $135,745.50, with a target hiring range between the minimum and midpoint to allow for growth potential.

In addition to base pay, you’ll be eligible for:

• Annual performance bonus potential.
• Medical, dental, vision, and life insurance.
• Short‑ and long‑term disability coverage.
• 401(k) with company match.
• Flexible and dependent care spending accounts.
• Paid time off (PTO), paid holidays, and parental leave.
• Professional development budget and conference reimbursement.

We Value Diversity and Inclusion

At brighthush, we recognize that a diverse team fuels innovation and better serves our global community. We encourage applicants of all backgrounds, genders, ethnicities, sexual orientations, and abilities to apply, even if you don’t meet every single qualification listed. Your unique perspective could be exactly what we need to elevate our support experience.

Ready to Make an Impact?

If you’re passionate about delivering exceptional support to a worldwide gaming community, thrive in a fast‑moving environment, and want to lead a team that shapes the future of online gaming, we want to hear from you.

Apply today and join brighthush in creating unforgettable experiences for millions of players around the globe.