---
title: 'Customer Support Manager at ArenaNet'
canonical: 'https://feeny.ai/job/customer-support-manager-arenanet-remote-gyzrccxf8zdy'
type: 'job'
last_seen: '2026-11-05'
---

# Customer Support Manager at ArenaNet

- **Company:** ArenaNet
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-27
- **Last confirmed live:** 2026-11-05
- **Apply:** https://jobs.ashbyhq.com/arenanet/4f7378ef-a1fa-4abb-9411-5621fddf9ab3

## Job description

At ArenaNet, we’ve always believed that games are art. They have the power to communicate ideas and tell stories. They can change the way we think, reflect our cultures, and move us. As the developer of the award-winning Guild Wars game series, we’re proud to share our passion for the online worlds we’ve created with over 21 million players worldwide. ArenaNet develops and publishes games for every kind of person, which means our games need to be built by every kind of person. We believe the best experiences come from working together, celebrating differences, and helping each of our team members shine. We are looking for an experienced Custumer Support Manager to help lead and optimize customer service operations for the Guild Wars franchise. In this role, you'll play a key part in ensuring our players receive timely, effective, and high-quality support while continuously improving the processes, tools, and systems behind the experience. You'll oversee day-to-day support operations across internal and external teams, monitor performance, manage escalations, and use data to identify opportunities for improvement. You'll also help shape support policies, optimize Zendesk workflows, and develop resources that empower both our support teams and players. We're looking for someone who combines strong operational leadership with a hands-on, analytical approach to problem-solving. The ideal candidate is comfortable managing competing priorities, driving meaningful change, and navigating the unique challenges of supporting a large, passionate online gaming community.

## WHAT YOU'LL DO

- Lead internal and external customer support teams, prioritizing and coordinating daily operations.
- Drive process improvements to enhance service quality and efficiency.
- Monitor and evaluate team productivity, service quality, and customer satisfaction.
- Develop and implement customer support policies, procedures, and escalation processes.
- Create customer-facing content, internal policies, and training documentation.
- Maintain accurate, up-to-date support documentation to improve self-service and customer satisfaction.
- Manage complex customer escalations, including those involving legal and data privacy concerns.
- Build and maintain reports and dashboards in Zendesk or similar platforms.
- Analyze support metrics and provide insights and recommendations to management.
- Serve as a subject matter expert for assigned games and products.
- Provide support during weekends and holidays as needed, particularly during game launches.
- Travel domestically or internationally as needed, approximately once or twice per year.

## WHAT WE'RE LOOKING FOR

- Bachelor's degree in a relevant field or an equivalent combination of education and experience.
- 8+ years of customer support experience, including at least 3 years leading or supervising teams.
- Experience supporting MMOs or other online multiplayer games preferred.
- Experience with Zendesk administration preferred.
- Proficiency in Zendesk reporting, configuration, and support workflows.
- Strong analytical skills with the ability to build reports, interpret metrics, and identify opportunities for improvement.
- Proven ability to improve service quality, streamline processes, and drive operational change.
- Ability to provide strategic direction and oversee daily operations for customer support teams.
- Strong organizational skills with the ability to manage competing priorities in a fast-paced, evolving environment.
- Sound judgment and the ability to work independently and make informed decisions.
- Excellent written and verbal communication skills, including the ability to present information to all levels of management.
- Ability to handle complex escalations, high-pressure situations, and difficult customer interactions professionally.
- Familiarity with PC gaming and multiplayer online games.
- Flexibility to work occasional weekends and holidays as business needs require

This role is remote-friendly, but we are currently prioritizing candidates who are local to the Bellevue, WA area and open to occasional onsite collaboration. Pay Range: $93,615.50 - $135,745.50 Please note that the pay range listed in this job posting reflects the full salary range for this position. While we provide this range to offer transparency, our target hiring range typically falls between the minimum and the midpoint, allowing room for growth potential within the role. Total compensation includes base salary plus annual bonus potential. When determining an offer amount, many things are taken into consideration such as qualifications, experience, internal equity, and work location. We strive to provide competitive and equitable compensation packages to all our employees. This role is also eligible for medical, dental, vision and life insurance, short and long term disability, 401(k), flexible and dependent care spending accounts, PTO, paid holidays and parental leave. Applications will be accepted until Monday, November 9th at 10am PT. If the deadline is extended, the posting will be updated accordingly. If the position is filled before this date, the posting will be removed. Don’t meet every single requirement on this job post? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ArenaNet, we believe diversity in culture, ethnicity, gender, sexual orientation, and backgrounds make us a better team – we celebrate it. So, if you’re excited about this role, but your experience doesn’t align perfectly with every qualification listed, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

## About ArenaNet

## Company Overview
- **One-liner**: ArenaNet is a video game developer best known for creating the Guild Wars franchise, a series of critically acclaimed massively multiplayer online role-playing games (MMORPGs).
- **Entity Type**: Private – wholly owned subsidiary of NCSoft
- **Headquarters**: Bellevue, Washington, United States
- **Founded**: March 2000 (26 years ago)
- **Founders**: Mike O’Brien, Patrick Wyatt, Jeff Strain

## Core Business
- **Primary industry**: Video games (MMORPGs and online role-playing games)
- **Target customers**: B2C – PC gamers who enjoy immersive, persistent online worlds
- **Mission or purpose**: “Make the games we want to play a reality, and infuse them with innovation, hand-crafted detail and creative passion.” ([arena.net](https://www.arena.net/en))

## Products & Services
- **Guild Wars 2**: Flagship MMORPG launched in 2012. Buy-to-play with no monthly subscription. Major expansions include *Heart of Thorns*, *Path of Fire*, *End of Dragons*, *Secrets of the Obscure*, and *Janthir Wilds*. Continues to receive regular updates and living world seasons.
- **Guild Wars (Original)**: The original trilogy (*Prophecies*, *Factions*, *Nightfall*) and expansion *Eye of the North*. Still playable, though no longer actively developed.
- **Rytlock’s Critter Rampage**: A smaller, casual title.
- **Unannounced projects**: ArenaNet is exploring next-generation projects, including possible development of *Guild Wars 3* (confirmed as “exploratory” work; not yet confirmed as a full project). ([wikipedia.org](https://en.wikipedia.org/wiki/Arenanet))

## Market Standing
- **Valuation/Market Cap**: Not disclosed (privately held subsidiary)
- **Key Metric**: Estimated annual revenue of ~$100M (2024) ([linkedin.com](https://www.linkedin.com/company/arenanet))
- **Headcount**: ~291 employees (2024; +6.3% YoY) ([linkedin.com](https://www.linkedin.com/company/arenanet))
- **Parent Company**: NCSoft (South Korea)
- **Notable Achievement**: Over 3 million copies of *Guild Wars 2* sold since launch; consistently called one of the best MMOs of all time by players and press. ([builtin.com](https://builtin.com/company/arenanet-llc))

## Competitive Advantages
- **Strong IP & Community**: The *Guild Wars* brand has a loyal, dedicated global community spanning nearly 25 years.
- **Buy-to-Play Model (GW2)**: No monthly subscription, which lowers the barrier to entry and reduces churn compared to traditional subscription-based MMOs.
- **Hand-Crafted Quality**: Focus on detailed world-building, storytelling, and innovative game mechanics (e.g., dynamic events, no “holy trinity” class system).
- **Seasoned Studio**: Founded by Blizzard veterans with deep expertise in online game services (battle.net, StarCraft, Diablo).

## Strategic Focus
- **Continued Support for Guild Wars 2**: Regular expansion releases and living world content to keep the game fresh and retain players.
- **Next-Generation Exploration**: Actively exploring new projects, including a potential *Guild Wars 3*, while maintaining a sustainable, work-life-balanced development culture.
- **Flexible Work Model**: Embracing remote/hybrid work to attract top talent and foster creativity.

## Why Work Here
- **Culture**: Friendly, accepting, and collaborative environment. “Everyone is on the same team” with a focus on shared success. ([wikipedia.org](https://en.wikipedia.org/wiki/Arenanet))
- **Work-Life Balance**: Generous PTO, paid holidays, wellness days, winter break, and flexible work arrangements. (“We make games in a sustainable way that allows for real work-life balance.”) ([arena.net/careers](https://www.arena.net/en/careers))
- **Remote/Hybrid Options**: Some roles allow full remote; others may require occasional onsite work in Bellevue. Specifics per job posting.
- **Benefits**: Competitive salary, annual bonus, 401(k) with match and immediate vesting, profit sharing, comprehensive health plans (including gender-affirming care), parental leave, wellness allowance, free lunch/snacks/drinks on-site, gym, game room, and commuter benefits. ([arena.net/careers](https://www.arena.net/en/careers))
- **Professional Development**: Mentorship, career development days, life drawing lessons, and a culture that encourages growth.
- **Community Engagement**: Charity donation matching, volunteer opportunities, Extra Life fundraising.

## Sources
1. [ArenaNet Official Site](https://www.arena.net/en)
2. [ArenaNet Careers Page](https://www.arena.net/en/careers)
3. [Wikipedia – ArenaNet](https://en.wikipedia.org/wiki/Arenanet)
4. [Built In – ArenaNet Profile](https://builtin.com/company/arenanet-llc)
5. [LinkedIn – ArenaNet Company Page](https://www.linkedin.com/company/arenanet)

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