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For Companies At a Glance
- Tasks: Elevate customer interactions and improve support channels daily.
- Company: Join Ubisoft, a leading gaming company known for creativity and innovation.
- Benefits: Enjoy flexible work options, competitive salary, and health perks.
- Why this job: Be part of a fun, inclusive culture that values your input and creativity.
- Qualifications: 2+ years in customer support or experience roles; familiarity with CX tools required.
- Other info: Work hybrid with a vibrant team in Newcastle city centre.
The predicted salary is between 28800 - 43200 £ per year.
The Support CX Manager is responsible for elevating the quality of customer interactions across our support channels. This role focuses on measuring, analyzing, and continuously improving the customer experience, helping integrate digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4’s Service Value Chain (SVC) and Service Design principles, it ensures support is seamless, effective, and adds measurable value to the customers.
The position also requires strong collaboration with other CX-oriented teams within Ubisoft to ensure that support topics are well integrated at all steps of the player journey, while supporting CRC Service Improvement teams in operational enhancements.
Key Responsibilities
- Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
- Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for enhancement
- Design and maintain comprehensive customer journey maps with integrated feedback loops
- Support the broader CRC effort to “shift-left” and bring more self-serve options to relevant service requests
- Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
- Document and share customer support insights with relevant departments to improve company-wide service processes
- Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisoft’s digital standards
- Stay informed about emerging trends, best practices, and innovations in customer experience and support service delivery, applying relevant insights to improve our CX strategy
Qualifications
- 2+ years of experience in customer support, service delivery, or customer experience roles
- Background in customer experience (CX) and user experience (UX) principles and methodologies
- Experience with customer experience and workflow management tools (e.g., Qualtrics, Salesforce / Helpshift, Signavio, Tableau / Power BI, JIRA)
- Knowledge of customer satisfaction methodologies & indicators (NPS, CSAT, CES, …)
Additional Information
In line with Ubisoft\’s hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle office, with the option to work from home up to two days.
Benefits
With Ubisoft CRC, you will receive a competitive salary along with:
- Personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the world’s best video games
- Access to Ubisoft\’s back catalogue on PC
Perks:
- We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
- A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
- Regular professional and social events
- Flexible working hours
- A casual dress code
- Fun, we like to work hard but have a laugh too!
Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.
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Support CX Manager employer: Ubisoft
Contact Detail:
Ubisoft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support CX Manager
✨Tip Number 1
Familiarise yourself with ITIL 4's Service Value Chain and Service Design principles. Understanding these frameworks will not only help you align with the company's goals but also demonstrate your commitment to enhancing customer experience.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've monitored and improved KPIs in previous roles. Be ready to discuss specific metrics you've worked with and the impact of your actions on customer satisfaction.
✨Tip Number 3
Highlight your experience with customer experience tools like Qualtrics or Salesforce. Being well-versed in these platforms can set you apart, as they are crucial for measuring and enhancing customer interactions.
✨Tip Number 4
Prepare to discuss your collaborative experiences with cross-functional teams. Emphasising your ability to work closely with product teams and other departments will show that you can effectively integrate support topics throughout the player journey.
We think you need these skills to ace Support CX Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and CX roles. Use specific examples that demonstrate your ability to improve customer interactions and your familiarity with tools like Salesforce or Qualtrics.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences. Mention how your background aligns with Ubisoft's goals and how you can contribute to their CX strategies.
Showcase Relevant Skills: Emphasise your knowledge of customer satisfaction methodologies and your experience with workflow management tools. Highlight any specific KPIs you've worked with and how you've used data to drive improvements.
Research Ubisoft's Culture: Familiarise yourself with Ubisoft's values and work environment. Mention in your application how you align with their inclusive culture and your enthusiasm for working in a creative space.
How to prepare for a job interview at Ubisoft
✨Understand the Customer Experience Landscape
Familiarise yourself with customer experience (CX) principles and methodologies. Be prepared to discuss how you can apply these concepts to enhance customer interactions and support processes.
✨Showcase Your Analytical Skills
Highlight your experience with key performance indicators (KPIs) and data analysis tools. Be ready to provide examples of how you've used data to identify trends and improve customer satisfaction in previous roles.
✨Demonstrate Collaboration Abilities
Since this role requires strong collaboration with various teams, prepare to discuss your experience working cross-functionally. Share specific examples of how you've successfully partnered with other departments to achieve common goals.
✨Stay Updated on Industry Trends
Research emerging trends and best practices in customer experience and support service delivery. Being knowledgeable about the latest innovations will show your commitment to continuous improvement and your proactive approach to the role.
