Senior Player Support Manager

Level Up Your Career with Zynga!

At Zynga, we bring people together through the power of play. As a global leader in interactive entertainment and a proud label of Take-Two Interactive, our games have been downloaded over 6 billion times—connecting players in 175+ countries through fun, strategy, and a little friendly competition.

From thrilling casino spins to epic strategy battles, mind-bending puzzles, and social word challenges, our diverse game portfolio has something for everyone. Fan-favorites and latest hits include Farm Ville™, Words With Friends™, Zynga Poker™, Game of Thrones Slots Casino™, Wizard of Oz Slots™, Hit it Rich! Slots™, Wonka Slots™, Top Eleven™, Toon Blast™, Empires & Puzzles™, Merge Dragons!™, CSR Racing™, Harry Potter:
Puzzles & Spells™, Match Factory™, and Color Block Jam™—plus many more!

Founded in 2007 and headquartered in California, our teams span North America, Europe, and Asia, working together to craft unforgettable gaming experiences. Whether you're spinning, strategizing, matching, or competing, Zynga is where fun meets innovation—and where you can take your career to the next level.

Join us and be part of the play!

As a Senior Player Support Manager, you will be responsible for the daily operations and execution of live support operations for a selection of assigned Zynga game titles. You will drive performance to achieve core service metrics by maintaining service levels, measuring and improving player satisfaction and customer experience, and overseeing vendor operations and team performance. You will become a game expert for select Zynga titles and will support our Game Studios and internal partner teams in the delivery of the best customer experience for our players.

A passion for gaming and delivering the highest standards of support are a must! You have experience mentoring colleagues, providing feedback and core skill development, designing strategic frameworks, and outlining development progression plans. You should be comfortable working in a very fast paced environment and adaptable to the changing needs of the business.

• Provide strategic Player Support guidance to Studio Partners, ensuring alignment between the player experience, Player Support objectives, and Game Studio goals.
• Manage vendor support operations, including training, quality control, performance calibrations, and ensuring vendor adherence to Zynga policies and new game updates.
• Apply and implement best practices and proven strategies tactically across products.
• Leverage available tools and resources including support reference materials, CRM automations and analytics tools to design and implement informed support strategies that drive efficient, high quality support for your players
• Manage game-specific support strategies in collaboration with the wider Player Support Team.
• Lead and manage a team of vendor player support agents, focusing on issue resolution, motivation, and positive team culture.
• Conduct regular team meetings and one-on-one sessions to maintain awareness of team performance and live service issues.
• Act as a role model, adhering to and living company values, and providing timely feedback and issue resolution.
• Develop game expertise and advocate for the games your team supports, serving as the primary point of contact for game-related inquiries.
• Conduct analysis and reporting of game issues and top player concerns, including in-depth review of player satisfaction feedback and suggested game improvements.
• Identify and escape emerging, trending live issues, coordinating with Studio Partners for timely resolution.
• Maximize player satisfaction by guiding the team to solve issues while balancing consumer and business needs.
• Develop and execute strategies for process improvements and optimized player experience journeys.
• Document support improvement strategies and share results with peers and leadership team
• Contribute to initiatives & projects that support the overall Player Support team and connected cohorts
• Provide informed insights for capacity planning needs.

• Minimum of 4+ years supervising customer care teams or…