Player Support Manager W/M/D

At Million Victories, we aim to bring the powerful emotions of Massively Multiplayer Online (MMO) games to millions of players : the thrill of epic battles, the pride of shared progress, the strength of a united community!

To achieve this, we are redefining the genre: we create unique, innovative, and accessible MMO games for mobile.

Since the launch of our first game, Million Lords , a real-time strategy MMO, we’ve seen steady and solid growth. Backed by the successful completion of a nearly $40 million funding round, including both primary and secondary investments, and supported by a team of 35 professionals , we are accelerating our growth to take our game to the next level.

Our culture: we believe it’s possible to pursue excellence within a culture of kindness.

At Million Victories, performance grows from trust, autonomy, and the richness of diverse backgrounds and perspectives.

Working at Million Victories means:

• Having your initiatives recognized and valued
• Enjoying real autonomy in how you organize your work
• Joining a welcoming, supportive, and committed team

Curious to see more? Take a peek behind the scenes on our Instagram!

Your mission

The Player Support Manager’s mission is to ensure a seamless and positive player experience by providing player support, optimizing service quality and acting as a strategic bridge between players and development teams.

Your role:

• Support the Lead Player Support in developing the customer support strategy: processes, tools, and templates for more efficient support.
• Manage and respond to player requests through tickets, maintaining professional and empathetic communication with players.
• Create and oversee external support content for players, such as game guides, in collaboration with the Community Management team.
• Coordinate with the manager and the production team to relay player feedback and suggestions in order to continuously improve the gameplay experience.
• Stay informed and monitor competitor practices and tools to optimize and enhance our internal processes.
• Contribute to VIP player management by ensuring a personalized and optimal experience: regular follow-ups, prioritized responses, and targeted actions to maximize their satisfaction and engagement.

What we expect

We look for an empathetic and detail-oriented profile with at least 2 years of experience in player or customer support. Fluency in English and previous experience in mobile gaming are highly valued. A degree in marketing, communication, or community management is preferred.

The following skills are required:

• Strong knowledge of support tools such as Zendesk, Helpshift, or similar platforms;
• Expertise in customer support processes and tools (macros, templates, tags, bots…)
• Ability to handle data extracts and conduct analysis with Excel (a plus)
• Emotional intelligence and empathy to maintain professional and positive interactions with players
• Stress management and the ability to take a step back when facing complex situations
• Strong teamwork spirit combined with excellent written communication skills.

Special perks

• Hybrid work: 3 days remote per week
• Flexible working hours with the option of a 4.5-day week
• Opportunity to become a shareholder of the company

Benefits

• Lunch card: €8/day, 50% covered by the company
• Access to sports equipment in the office
• Training & conferences supported to help you grow
• Quarterly/Monthly team lunches and a Christmas gift card
• …and more!

Recruitment process :

We care about making this first exchange a meaningful one:

• Initial phone call with Isabelle , our Talent Acquisition Manager, to understand your background and walk you through the process
• Interview with Mo , our Player Support Manager, to align on expectations
• Discussion with Ludovic , our Marketing Manager to understand how you’ll collaborate & to be aligned with the vision

Contract : Full-time (permanent contract), based in Lyon

Start date : as soon as possible

Don’t wait, send us your application now !