Ultra is launching an innovative PC games distribution platform, combined with a full gaming app ecosystem. Ultra offers a highly integrative user experience and new business models for developers, gamers and influencers. Our goal is to unify the fragmented gaming industry around one platform.

The combination of cutting-edge technologies we use (including blockchain) enables Ultra to aggregate all gamers’ activities in one place: from buying, playing and reselling games, to accessing live-streaming platforms, tournaments, reviews and contests, as well as interacting with communities and brands.

Our team is currently composed of 60+ full-time members, working across 5 continents. To learn more, visit our website: https://ultra.io/

The Role

Ultra is looking for a Support Manager to join our team. In this role, you’ll help us scale and grow to deliver an outstanding experience for all our users. We are looking for a tech support expert, organised, with an eye for detail, who’s passionate about helping others, and ready to help us scale our processes and procedures. This hiring will kickstart our support team, and is critical in supporting Ultra’s continuing growth.

Your Profile

You are determined to deliver great user experience. You are organized, with attention to detail, self-driven, you can multitask and are a good team player. You strive for improvement, you like to share your knowledge and are ready to help us build a support team and function from the ground up.

Key Requirements

  • 3+ years experience in a customer-facing technical support managementor related role, in a web-based software or SaaS company
  • Previous experience with: Grafana / Kibana / Mongo Atlas / akhq (Kafka GUI)
  • Previous experience investigating and implementing tools and partners for ticketing/ support
  • Experience effectively leading a performant customer support team, consistently delivering at or above established critical metrics for productivity; CSAT, SLA and Backlog management
  • Strong communication skills, especially in a technical environment, good at explaining/teaching
  • Solid analytical skills, eye for detail
  • Team player, with an ability to support cross-functional projects and decisions
  • Autonomous, data-driven, empathetic, patient
  • Fluent in English – spoken and written

It’s great if you also have

  • Previous experience with hiring, onboarding, training or coaching, career development and performance management
  • Previous experience working with / managing a globally distributed team
  • Previous experience with blockchain or gaming projects

What you will do

  • Your challenges
  • You will work with colleagues & entities all around the world; collaborating with them will be part of your daily routine, and the key to our success
  • Ultra could be considered as a multitude of smaller sub-projects, each having its own team leader. Your ability to advise and collaborate with multiple sub-teams simultaneously will help us deliver the best customer support
  • Ultra is a fast-growing startup: you will take ownership of tech support, and imprint your expertise to our users experience

Your tasks

  • Centralise all users support requests (players, developers)Implement processes for efficient treatment of these issues
  • Hands-on involvement resolving issues via email, Slack, Confluence, Jira, Github, handling complex customer inquiries
  • Solve issues or escalate them to the right person/team, follow up
  • Deliver detailed performance reporting
  • Document issues for further research by product teams or strategic use for C levels
  • Set ambitious team and individual goals, lead to key success metrics like customer satisfaction and response time SLAs
  • Iterate and improve upon best-in-class customer service experiences, processes and policies
  • Maintain an approach of continuous improvement, refining incident response time over phone, chat and email, improving the way the support team utilizes all support tools and features
  • Create a scalable workflow for issues and product tracking

At Ultra, you will:

  • Learn every day and be involved in an exciting, innovative project
  • Have the opportunity to grow with an ambitious and fast-paced company, on a promising market
  • Have a direct impact on all Ultra users experience
  • Join an enthusiastic team who’s determined to shake up the gaming industry
  • Work with passionate colleagues in a multicultural, open-minded environment

What’s next

  • If we select your application, you will start our interview process:
  • Meet Mathilde, Recruiter
  • Meet Mike, our CTO
  • Meet Hugo, our Head of Engineering
  • Meet Martin and Andrei, Product Owners, and Koffi and Axel, Lead developers

🌈 Ultra is a true international company currently spread across the globe (Estonia, Belgium, France, Portugal, Ukraine, USA, China, South Africa…). We thrive off diverse perspectives! We recognize that diversity has different aspects: gender, sexual orientation, ability, ethnic origin, social, age, lifestyle, and more! We’re committed to giving equal opportunities, and fostering a culture where everyone is heard and feels a sense of belonging.