New 
Senior Manager, Player Support - Minecraft
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 24, 2025 | |
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OverviewAt Mojang Studios, the creators of Minecraft, we are on a mission to build a better world through the power of play. Why play? Well, play is at the heart of everything we do. It's the blocky backbone of our games, the core of our development philosophy, and even the origin of our name. From the relentless experimentation of our endlessly inspiring community to the classrooms where Minecraft has become an essential teaching tool, play is the bedrock of our existence. We enable millions to create and play together, connect people across the globe, and foster a community that is among the most active and passionate in the world. Our community is global and incredibly diverse. When we are developing anything within our franchise, we keep this in mind. We want everyone to not only feel included in Minecraft, but also to see themselves in what we make. Our goal is for the Mojang Studios team to be as diverse as our community. Join Mojang as our Senior Manager, Player Support and lead the team that ensures every Minecraft player feels heard, helped, and happy. You'll empower agents, optimize global support, and shape the future of player care. If you're passionate about people, service, and scaling support with heart, this is your next adventure! Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. In the end, it's the people of Mojang Studios that make this place truly special. When you join, you'll find yourself in the company of incredibly bright, warm, and creative individuals - all united and working toward a single goal. Come help us reach it!
ResponsibilitiesLead the Support Strategy Across Mojang's Product Portfolio; Own the global support vision and roadmap for Minecraft and other titles, ensuring a consistently high-quality, empathetic player support experience that reflects Mojang's values and community-first philosophy. Manage Vendor Relationship and Performance; Oversee the relationship with external support vendors, ensuring service level agreements (SLAs), support quality, and training standards are met. Collaborate with the vendor to scale operations, manage costs, and drive continuous improvement. Deliver on Support Operations and Player Insights; Monitor support volume trends, satisfaction scores, and issue escalations to identify player pain points. Partner with various game, product, community, and engineering teams to advocate for bug fixes and feature improvements. Support Launch Readiness for Products and Features; Coordinate with development and business teams to ensure support readiness ahead of major launches and updates. This includes planning macros, FAQs, escalation paths, and agent enablement with the external vendor partner. Provide Team Leadership and Foster Cross-Functional Collaboration; Lead an efficient internal team responsible for support vendor management, agent tool optimization, and support escalation. Foster close collaboration with Mojang leadership to align support with broader studio goals. Embody our Culture & Values | |