Senior Player Support Manager

Level Up Your Career with Zynga!

At Zynga, we bring people together through the power of play. As a global leader in interactive entertainment and a proud label of Take-Two Interactive, our games have been downloaded over 6 billion times—connecting players in 175+ countries through fun, strategy, and a little friendly competition.

From thrilling casino spins to epic strategy battles, mind-bending puzzles, and social word challenges, our diverse game portfolio has something for everyone. Fan-favorites and latest hits include FarmVille™, Words With Friends™, Zynga Poker™, Game of Thrones Slots Casino™, Wizard of Oz Slots™, Hit it Rich! Slots™, Wonka Slots™, Top Eleven™, Toon Blast™, Empires & Puzzles™, Merge Dragons!™, CSR Racing™, Harry Potter: Puzzles & Spells™, Match Factory™, and Color Block Jam™—plus many more!

Founded in 2007 and headquartered in California, our teams span North America, Europe, and Asia, working together to craft unforgettable gaming experiences. Whether you're spinning, strategizing, matching, or competing, Zynga is where fun meets innovation—and where you can take your career to the next level.

Join us and be part of the play!

Position Overview:

The Senior Player Support Manager for Trust & Safety within the Player Success Organization is responsible for supporting senior leadership with Zynga’s Trust & Safety strategies. This includes supervising our outsourced vendor partner and collaborating internally to develop outstanding support experiences for our players.

You will play a key role in handling sensitive issues and the enforcement of Take-Two’s and Zynga’s policies, ensuring that any policy violating content or behavior is acted upon. The Senior Manager leads all aspects of strategies to meet objectives, service levels, and ensure player happiness.

In this role you will need to analyze material for possible harm or in response to customer concerns. This may include (but is not limited to) bullying, hate speech, child safety, adult content, or self-harm.

Key Responsibilities:

• Manage brought up support tickets, incident response, investigations, and analysis of underlying issues while maintaining clear and consistent communication with our players and internal partners.

• Develop subject matter expertise on Zynga’s Community Rules and Take-Two’s Terms of Service and Privacy Policy.

• Coordinate all facets of vendor operations related to Trust & Safety, encompassing training, quality control, and performance management.

• Ensure adherence to established policies and processes, creation and management of behavior action matrices, and identify areas where processes, policies, and offered services can be improved.

• Proactively supervise, deep dive, and share team level important metrics with relevant partners.

• Collaborate with Trust & Safety leaders and Gaming Support Supervisors to analyze main problems and improve support services for our games. 

• Actively scope out new technology, player trends and industry changes to ensure Zynga continues to deliver world class support.

• Collaborate cross functionally with Player Support Managers, VIP Account Managers,  internal partners, and other Take-Two labels to define workflows, processes, and player facing communications related to compliance and Trust & Safety.

• Deliver proficient data analysis, reports, and presentations for a leadership audience.

Required Skills:

• 4+ years of proven experience in compliance, Trust & Safety, or player support operations.

• Bachelor’s degree or equivalent practical experience.

• Experience working in a gaming company is desirable.

• Experience managing outsource vendor partners to achieve core performance metrics (customer satisfaction, handle time, first contact resolution, etc.).

• High emotional intelligence due to the nature of Trust & Safety related work.

• Proven track record to analyze sophisticated issues and data, provide actionable insights, and coordinate projects to achieve key business outcomes and solve problems collaboratively.

• Passion for gaming, excellent player support experiences, and Trust & Safety.

• Excellent verbal and written communication skills, with the ability to present sophisticated ideas clearly and concisely. 

• Strong conflict resolution skills to gain stakeholder consensus and drive results.

• Knowledge of CRM tools, latest support technologies, and content moderation systems.

• Proficiency in MS Office and Google Drive required.

• Some domestic and international travel may be required.

We are proud to be an equal opportunity employer, which means we are committed to creating and celebrating diverse thoughts, cultures, and backgrounds throughout our organization.  Employment with us is based on substantive ability, objective qualifications, and work ethic – not an individual’s race, creed, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin or ancestry, alienage or citizenship status, physical or mental disability, pregnancy, age, genetic information, veteran status, marital status, status as a victim of domestic violence or sex offenses, reproductive health decision, or any other characteristics protected by applicable law.

As an equal opportunity employer, we are committed to providing the necessary support and accommodation to qualified individuals with disabilities, health conditions, or impairments (subject to any local qualifying requirements) to ensure their full participation in the job application or interview process. Please contact us at accommodationrequest@zynga.com to request any accommodations or for support related to your application for an open position.

Please be aware that Zynga does not conduct job interviews or make job offers over third-party messaging apps such as Telegram, WhatsApp, or others.  Zynga also does not engage in any financial exchanges during the recruitment or onboarding process, and will never ask a candidate for their personal or financial information over an app or other unofficial chat channel.  Any attempt to do so may be the result of a scamp or phishing attack, and you should not engage.  Zynga’s  in-house recruitment team will only contact individuals through their official Company email addresses (i.e., via a zynga.com, naturalmotion.com, smallgiantgames.com, themavens.com, gram.gs email domain).