Riot Games was established in 2006 by entrepreneurial gamers who believe that
player-focused game development can result in great games. In 2009, Riot
released its debut title League of Legends to critical and player acclaim.
As the most played PC game in the world, over 100 million play every month.
Players form the foundation of our community and it's for them that we
continue to evolve and improve the League of Legends experience.
We're looking for humble but ambitious, razor-sharp professionals who can
teach us a thing or two. We promise to return the favor. Like us, you take
play seriously; you're passionate about games. We embrace those who see things
differently, aren't afraid to experiment, and who have a healthy disregard for
constraints.
That's where you come in.
As a Contact Experience III , find solutions to some of the toughest, most
exciting questions to deliver a seamless player experience that enable Riot's
Player Support operations to meet or exceed the player expectation on every
touchpoint with the player-support product, UX, policies and operations.
Reporting to a Sr. Manager, Player Support (PS) APAC, you will work
closely with partners, global product, digital, insights & operation teams,
and Player Support leadership to reduce bad customer outcomes and level up our
overall service quality for our players.
We aim to deliver an easy-to-use, enjoyable, accurate, and high-quality Player
Support experience to every player, on every device, across every service
touchpoint—in a way that fulfills or exceeds the players' expectations to
increase player satisfaction, loyalty, and advocacy.
To help us achieve this, the ideal candidate will draw on their experience and
expertise across multiple operational disciplines, including service design,
project management, customer operations, stakeholder management, data,
behavior & trend analysis, and creative/innovative thinking.
Responsibilities
Journey map(i.e., experience maps, user flows, sitemaps, information
architecture) and analyze and design the player's player-support
journeys.
Create service blueprints to analyze and design the player's end-to-end
service experience across all touchpoints, ensuring seamless delivery of
the intended experience outcome.
Leading a project portfolio on service design & improvement, with insight-
led research from initial concept through product across games,
touchpoints, platforms & devices.
Implement changes to enhance the player's experience when interacting with
player support services and products.
Monitor, read, and communicate player/community trends and signals.
Advocate and integrate the player/community feedback and experience
metrics into decisions on processes, products, and service offerings to
improve client/service usability, satisfaction, and loyalty.
Turn Customer Satisfaction (CSat / SaSI) markers into insights and
operational improvements.
Anticipate event- and common issue impact, and move to prevent pain and/or
prepare teams, policies, and processes to navigate these.
Design and implement policies.
Stress existing test policies, capture inefficiencies, and
recommend/implement contact handling improvements.
Collaborate with PS leadership and cross-functional teams on end-to-end
service design across games & markets.
Inform, consult, develop, and execute player retention strategies.
Present work to brief owners and senior stakeholders – articulating ideas
and confidently defending proposals with reasoned and evidenced arguments
supported by research insights.
Required Qualifications
8+ years of working in a high-paced and project-based organization, with
first-hand experience of service experience & service design.
5+ years of direct operational experience within customer service
operations, customer experience design, and/or UX design
Experience owning/producing CX, UX & service improvement projects through
the entire project life cycle
Familiarity with a variety of management tools, including specific
expertise in Google Suite (or MS Office), Miro and/or Jira, Scrum, and
Kanban
Passionate empathy and desire to ensure results and a quality player
experience
Clear written, verbal, and visual communication with evident skills in
negotiation and conflict resolution
Highly proactive, willing to take ownership, requires limited oversight
Proven track record of leading and influencing teams to deliver high-
quality work
Excellent time management, resource management, prioritization, and
problem-solving skills
Effective at using data to interpret operational performance
Willingness/capability to travel up to 20%
Technical curiosity with a record of continued learning in technology,
tools, and methodologies
BA/BS degree or equivalent practical experience
Desired Qualifications
Experience designing and improving work systems at the single and multiple
team levels.
Experience working within a Customer Service Operations environment.
Experience in successfully supporting in a product support or customer
support management role
Knowledgeable in Zendesk and/or equivalent CRM use, configuration, and
limitations.
Proficiency in any SEA language /Japanese/Korean is a plus!
Don't forget to include a resume and cover letter. We receive a lot of
applications, but we'll notice a fun, well-written intro that shows us you
take play seriously.