Support Team Manager

As Support Manager you'll lead our day-to-day player support across Discord and in-game (All Gamemodes). You’ll own the support SOP, staff scheduling, QA, and escalations. You'll ensure SLAs are met, and coordinate with Moderation (CoMO), Development (DM & Devs), and Community/Events. On tough cases you’ll triage, escalate (e.g., safeguarding to DSL/CoMO, executive decisions to CEO/COO), and keep comms clear and calm. You’ll train agents, run weekly metrics, and continuously improve macros, tags, and workflows (including Kanboard hand-offs and Nextcloud transcript archiving).

Experience managing a support team or helpdesk for a game/community.
Strong command of Discord tooling; hands-on with Ticket Tool Premium (forms, roles, close reasons, timers, transcripts).
Process & QA mindset: can enforce SOPs, write macros, coach agents, and track SLAs/CSAT.
Cross-team coordination with Moderation, Development, and Community/Events.
Comfortable with Kanboard (tasks/tags/columns) and Nextcloud (docs, locked folders).
Excellent written communication; calm under pressure and incident-ready.
Timezone: Europe/London overlap.
Age: 16+.