Customer Service: Customer Service Lead 


ArenaNet is looking for an experienced Customer Service professional to manage our successful Customer Support Team.


  • Manage day-to-day operations for ArenaNet customer support.
  • Oversee and manage internal and external customer services teams supporting four languages.
  • Adhere to and manage the approved budget.
  • Develop, implement, document, and train internal and external support teams on support and moderation processes.
  • Take ownership of escalated customer issues and follow through to resolution.
  • Continually provide AAA customer support in a highly dynamic environment by implementing best practices.
  • Act as point of contact for internal teams.
  • Track, report, and present on customer support issues.
  • Be directly involved with reviewing and hiring new support staff.
  • Monitor and evaluate the performance of team members, ensuring that they can always perform at the highest levels.
  • Continually improve the support department’s efficiency and effectiveness.


  • Proven working experience as a customer service lead or manager.
  • Excellent knowledge of management methods and techniques.
  • Working knowledge of customer service support tools and CRMs.
  • Previous experience coordinating between internal and external support teams.
  • Excellent, succinct communication and organizational skills as well as attention to detail.
  • Previous experience managing and creating support processes.
  • Previous experience training support staff.


  •  Experience with shipping video games and/or MMO.
  • Managed the release of a AAA title.
  • Project management or production knowledge/experience.

This is a full time on-site position at our studio in Bellevue, Washington. A casual, friendly work environment, comprehensive benefits package, a competitive salary, and more are all part of what makes ArenaNet a great place to work.

Status Regular 

This position is currently not accepting applications.

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