Director of Customer Success & Support

About ShockbyteHave you ever jumped into a Minecraft world, battled in ARK, or built in Rust? Chances are, you've already played on a Shockbyte server. With 60+ games supported and hundreds of thousands of players worldwide, we're one of the largest game server hosting companies on the planet.We're not just building servers — we're building the future of multiplayer. At Shockbyte, you'll join a high-performing global team that's passionate about making game server hosting seamless for players and studios everywhere.About The RoleWe're looking for a Director of Customer Success & Support to lead the full customer journey for Shockbyte's consumer (POGS) and B2B (Game Studios) products. This is a leadership role responsible for support operations, customer experience, customer success, and the end-to-end systems that drive satisfaction and retention.You'll build and lead a high-performing global support organisation that delivers fast, accurate, and reliable assistance across tickets, live chat, Discord, and future channels. You'll also develop our customer success function for game studios, establishing the team, processes, and workflows that help businesses thrive on our platform.This role blends operational excellence, technical depth, customer lifecycle strategy, and AI-led innovation. You'll design the platforms, tools, and workflows that power support at scale, introduce modern automation and AI experiences, and ensure customer insights directly shape product improvements.ResponsibilitiesLead all global customer support operations across tickets, live chat, Discord, and emerging channels. Maintain world-class service quality standards, including response times, accuracy, and resolution effectiveness. Build scalable support workflows, escalation paths, and operational processes for a 24/7 environment. Oversee the full customer knowledge base and self-serve documentation strategy. Provide technical leadership for troubleshooting game servers, modded environments, and complex hosting setups. Guide and mentor technical support staff to continuously improve their problem-solving skills. Own the AI support strategy, including model training, optimisation, and integration into support workflows. Collaborate with engineering and product teams to enhance Shockbyte's AI-driven customer experience. Identify and deploy the best support platforms, tools, and automations to increase efficiency. Build Shockbyte's B2B Customer Success function, including hiring and developing Customer Success Managers. Create onboarding and retention frameworks that help studios succeed on Shockbyte's orchestration platform. Analyse customer behaviour, satisfaction, cancellations, and support data to identify areas for improvement. Partner with product teams to prioritise fixes and updates based on real customer insights. Work with marketing to strengthen Shockbyte's public presence and reputation in gaming communities. Act as a senior escalation point for complex customer or partner issues. Recruit, coach, and develop a high-performing global support and success team. Set department-wide OKRs, measure performance, and report progress to leadershipRequirementsExperience leading customer support, customer success, or customer experience teams at scale. Strong background in technical troubleshooting, ideally within hosting, gaming, SaaS, or infrastructure environments. Proven ability to build or optimise support workflows, systems, and team structures. Familiarity with AI and LLM technology, including practical experience deploying AI in customer support. Demonstrated success managing customer satisfaction, retention, or similar lifecycle metrics. Ability to manage multiple priorities in a fast-moving, globally distributed business. Excellent written and verbal communication skills. Strong leadership capabilities with experience coaching and developing teams. Comfortable presenting insights, data, and strategic recommendations to executivesPreferred SkillsBackground in the game server hosting industry or deep familiarity with Minecraft, modded servers, or other survival games. Experience building a Customer Success organisation from the ground up. `Hands-on experience with automation platforms, AI training pipelines, or conversational support systems. Ability to interpret support trends and translate them into actionable product improvements. Familiarity with community platforms like Discord and managing support presence in public communities. Data analysis skills for understanding customer behaviour, churn drivers, and operational performance. Benefits🌏 Hybrid Work - Flexibility to work from home or the office⏰ Flexible Working Hours - Work around your peak productivity times 🚀 Career Growth - Clear progression pathways and long-term opportunities 📚 Professional Development Budget - Courses, certifications, and conferences 💻 Home Office / Coworking Stipend - Create your perfect workspace 🎮 Virtual Team Events - Trivia, escape rooms, and epic game nights 👕 Company Merch Packs - Hoodies, mugs, and stickers designed for our team ✈️ Travel Opportunities - Represent Shockbyte at global industry events 🖥️ Free Game Server Hosting - Spin up your own servers and play on us 🏆 Esports & Gaming Events - Free tickets to tournaments and expos