Support Manager

About The Role

The Support Manager is responsible for overseeing the day-to-day operations of the Ghost Modifications support team. This position ensures customers and community members receive timely, professional, and effective assistance with products, services, purchases, installations, technical issues, and general questions.

The Support Manager serves as a leadership position within the support department and works closely with Development, Management, Marketing, and Operations to identify recurring problems and improve the overall customer experience.

Key Responsibilities

• Manage and oversee the Ghost Modifications Support Team
• Supervise Support Representatives and other support personnel
• Monitor support tickets, requests, and customer inquiries
• Ensure tickets are handled professionally, accurately, and within established response times
• Assist customers with FiveM products, EUP, vehicles, MLOs, liveries, and other Ghost Modifications products
• Handle escalated customer complaints and complex support issues
• Investigate unresolved technical and customer-service problems
• Coordinate with Developers when an issue requires technical assistance
• Coordinate with Management when an issue requires administrative review
• Maintain accurate records of customer support cases and resolutions
• Establish and maintain support procedures and standards
• Train and mentor new Support Team members
• Conduct quality reviews of support interactions
• Ensure Support Team members follow Ghost Modifications policies and procedures
• Monitor overall customer satisfaction and identify areas for improvement
• Identify recurring technical issues and report them to the Development Team
• Help create troubleshooting guides, FAQs, and internal support documentation
• Assist with product updates, known-issue announcements, and customer communications
• Manage support coverage and help ensure adequate staffing
• Maintain professionalism when dealing with difficult or frustrated customers
• Protect customer information and confidential company information
• Participate in staff meetings and management discussions
• Provide regular reports and feedback to Executive Management
• Assist with special projects assigned by the Chief Operations Officer or other Executive Staff
• Help maintain a positive, professional, and welcoming support environment
• Qualifications

Qualifications

• Previous experience in customer support, technical support, community management, or a similar role
• Previous leadership or supervisory experience preferred
• Strong knowledge of FiveM and the GTA V modification community
• Familiarity with FiveM vehicles, EUP, MLOs, scripts, liveries, and server development
• Strong communication and interpersonal skills
• Excellent problem-solving and critical-thinking abilities
• Ability to remain professional during difficult customer interactions
• Strong organizational and time-management skills
• Ability to manage multiple support requests simultaneously
• Ability to work independently and as part of a team
• Strong attention to detail
• Ability to explain technical information in an understandable manner
• Reliable and responsive when scheduled for Support Team duties
• Ability to maintain confidentiality and handle sensitive customer information appropriately
• Demonstrated commitment to customer satisfaction
• Ability to follow and enforce Ghost Modifications policies
• Previous experience with Discord-based support systems and ticket management is preferred
• Experience working within a development, gaming, or FiveM community is preferred
• Must maintain a professional attitude and represent Ghost Modifications appropriately at all times

About Our Company

We're a dynamic team focused on building innovative solutions that solve real-world problems. Our mission is to create technology that makes people's lives better and businesses more efficient.

We value collaboration, creativity, and continuous learning. Our team embraces diversity and inclusion, and we're committed to creating an environment where everyone can thrive.