Director of Operations, Support

About Us

Chess.com is one of the largest gaming sites in the world and the #1 platform for playing, learning, and enjoying chess.

We are a team of 600+ fully remote people in 60+ countries working hard to serve the global chess community. We are here to support 125M+ chess players worldwide with the best possible product, content, and tools to serve the community!

We are a tech company. A gaming company. A content company. And we do it all with passion and commitment to the game. Above all we prize our mission-driven, flat, life-celebrating, no-corporate culture, and we look forward to meeting you and learning more about what you can bring to the team.

About You

You have experience in customer support operations or community management at scale and understand how to implement the right tools and workflows to meet our high volume of member requests. You’re a passionate community member or chess fan (no matter your rating!) and believe in our mission of sharing joy through the game. You will work with the Director of Support to ensure that our support operations are efficient, effective, and provide an outstanding experience for our members.

What you’ll do

• Develop and optimize Support workflows to ensure timely and effective responses to member requests
• Identify and implement new tools and technologies to improve the efficiency of the Support department
• Monitor and analyze Support metrics to identify trends and areas for improvement
• Provide guidance and support to the Support team on best practices and processes
• Partner with the Director of Support to create and execute a long-term strategy for the Support department

Preferred Skills

• 5+ years of experience in customer support operations at scale
• Strong technical skills and experience with email-based support programs
• Ability to work independently and lead cross-functional projects
• Excellent analytical and problem-solving skills
• Experience working with Helpscout a plus
• Programming skills (JS, CSS, etc) a bonus
• Strong collaboration and communication skills working in a fully distributed team
• Sense of ownership and responsibility

About the Opportunity

• This is a full-time or contract position
• We are 100% remote (always have been, always will be!)
• This is open to applicants anywhere!

You can learn more about us here:

• https://www.chess.com/article/view/how-chess-com-virtual-team-works-together
• https://www.chess.com/about

We look forward to meeting you!