644 readers
Novaquark (logo)
43 rue Camille Desmoulins
92130 Issy les Moulineaux

Date : 29.05.2020
Ad posted a first time on 14.05.2020
Reference : AFJV-ESUP977-17835


Novaquark currently develops Dual Universe, an ambitious continuous single-shard sandbox MMORPG taking place in a vast Sci-Fi universe, focusing on emergent gameplay with player-driven in-game economy, politics, trade and warfare.

Players can freely modify the voxel-based universe by creating structures, spaceships or giant orbital stations, giving birth to empires and civilizations. The company developed several proprietary technologies like its innovative Continuous Single-Shard Cluster (CSSC) server solution, as well as a state of the art voxel engine and procedural generation tools. Dual Universe successfully ran the 3rd biggest worldwide Kickstarter campaign for a video game in 2016.

Formed by veterans from Sony, Apple, Aldebaran Robotics and more, Novaquark is recruiting the best talents to help making Dual Universe a reality.

Check our website out and don't hesitate to contact us to apply !

Customer Support Lead (GER/EN)

Permanent contract Issy-les-moulineaux (92)

Position Duties

Novaquark is looking for a Customer Support Lead to join the team working on our groundbreaking game, Dual Universe, in Paris (France).

The job requires leadership and management experience, excellent written communication skills in English, empathy, and a solid understanding of customer service with everything that it implies. This position demands that the applicant manages, strengthens and makes thrive an entire service on which the game's reputation largely depends. It also requires to sometimes not shy away from having tough talks with developers or going deep into technical details of the game's complex features and to help the different Customer Support Agents when needed.

Your main tasks will consist of a constant dialog with your team to improve the global Customer Support workflow and design new processes when needed to better handle the received requests and coordinate outsourcing companies with a Customer Support Specialist based in Montréal who will help you with the customer ticket processing and the game's moderation. You will also directly deal with customer support tickets when needed and will establish guidelines from which your team and outsourcers will work, collect the agents' feedback, and validate the flow of information between the game's developers and the outsourcing company.

As such, you will work closely with Dual Universe's development, live operations, and community teams, where you will be the link between the players and the developers. You will be responsible for examining player feedback with your agents, the developers, and the community managers, whom you will have constant communication with, and will help shape the game's direction according to said feedback. This will include regular reporting in both oral and written forms to the development team and top management.

This position is based in our Paris studio.

Responsibilities :
  • Lead the Customer Support team at Novaquark and develop and improve Support procedures and knowledge documents.
  • Coordinate the outsourcing company agents by transmitting information, establishing guidelines, and examining feedback.
  • Help establish coverage planning for the outsourcing company in coordination with the Live Ops Manager
  • Share with the key stakeholders reports about the evolution of the key support metrics, with the help of the built-in tools from the Support platform.
  • Update and improve the Support web page.
  • Handle the messages received via the Support service.
  • Build positive relationships with players.
  • Relay the players' key feedback to the development team, and coordinate its follow-up whenever needed.
  • Help the team shape the game according to player expectations.
  • Help the Game Masters whenever needed (typically during critical releases).
  • Help and communicate with Live Operation Manager and Community Managers.
  • Help with German translations from time to time.

Candidate Profile

Requirements :
  • 3 to 5 years of experience as a Customer Support Agent ready to evolve for a management position or 1 to 3 years as a Lead Customer Support, ideally in the video game industry or tech in general
  • A lasting interest for technical, complex games, especially sandbox MMOs.
  • An excellent level in German and English with excellent writing skills. You need to be able to reply to customers' tickets in proper German and English, without making grammatical mistakes. A good level in French or German is a plus.
  • The ability to coordinate a team of outsourcing agents and to work alongside them.
  • Experience working with key support metrics and analyzing them to make sound decisions and to draw conclusions, which can then be shared with the key stakeholders.
  • Strong teamwork skills while working with the developers, Live Ops Manager, and Community Managers
  • Ability to keep a cool head in a crisis situation, and to handle customers with the utmost respect.
  • An interest in Sci-Fi and general pop-culture knowledge is a big plus.


Resume, cover letter, references, web site (if relevant)
To: Mikhael Butman