Erin Johnson
Garrett,PA
Summary
Experienced Customer Support and Operations Manager with 15 years of success. Proficient in leading global support teams, improving operational standards, and enhancing customer satisfaction in gaming and tech industries. Skilled in developing support infrastructures, implementing KPI-focused initiatives, and optimizing vendor and legal processes for organizational efficiency.
Overview
13
13
years of professional experience
Work History
Director of Player Support
GlobalStep
05.2022 - 12.2024
- Built and managed a new support division servicing over 250 clients and 300+ game titles.
- Established metrics-driven KPIs and reporting to track ROI and improve service quality.
- Partnered with sales and training teams to launch company-wide enablement content.
- Created business plans and roadmaps to drive division growth and operational readiness.
- Lead global Player Support, QA, and Live Ops teams; hired key personnel and instituted KPI tracking systems.
- Designed and enforced legal frameworks including contractor compliance, privacy policies, and TOS.
- Negotiated legal disputes and vendor contracts, reducing average settlement costs by $170K per case.
- Drafted internal guides and streamlined documentation processes to support scalable operations.
- Reason for leaving: Industry layoffs
Sr. Manager, Operations - Customer Support
Officium Labs
01.2021 - 05.2022
- Oversaw a $3M client account, expanding to $10M in six months via operational enhancements.
- Delivered a fully customized White Glove Service support team and methodology to our key client, acting as departmental liaison to Support, Marketing, IT and Game Development. This service expanded a 30-headcount program by an additional 20 seats globally and proved a $2.4 million revenue spike annually directly attributed to players in the program.
- Implemented a new CRM for our major client, transitioning them from a private CRM to Zendesk.
- Liaised with Marketing to implement a Social Support team, including tools, agent and KPI, improving support FRT by over 20%.
- Reason for departure: company was sold/dissolved.
Account Manager
5CA
02.2019 - 01.2021
- Managed $35M+ in client revenue; led strategic growth initiatives and QBRs both on-site and remotely.
- Developed the VIP Support program specs for the company's sales team, and joined sales calls with new and existing customers to market the specialized program. Successfully set up multiple trials that succeeded and became independent projects.
- Developed a New Player Experience team that worked alongside support for an existing longterm client that yielded a 33% increase in new player spend over a three-month period. Grew NPX project implementation to an additional $2.6 million annually.
- Crafted a unique and personal client experience that resulted in an increase of yearly Overall Client Score from 76% to 96%.
- Reason for departure: Contractual disagreement over unreasonable non-compete agreement resulted in mutual parting.
Project Lead
5CA
02.2018 - 02.2019
- Scaled 20 headcount domestic pilot program into a 450 seat, 12 language global project worth $25+ million annually.
- Applied unique engagement and management styles focused on remote employees that cut overall company attrition by 26% annually, and saving the company $600,000 yearly in attrition-related costs.
- Led on-site client visits and QBRs.
- Developed and maintained evolving KPI specifically for our clients that increased client retention across all major clients.
- Applied self-developed WFH engagement strategies to measure and increase WFH employee satisfaction.
- Led a team of 10+ global managers through day to day people and operations management, including running personnel reviews, weekly meetings and personal development plans.
- Promoted after 1 year to Account Manager.
Vendor Manager
WildWorks
05.2014 - 02.2018
- Managed CS operations, quality and vendor operations for a Google-award winning children's game with over 50,000 concurrent users.
- Built out, trained and maintained support moderation teams for our games, focusing on the importance of COPPA and youth law.
- Implemented registration processes that increased our parent acknowledgement from 56%-81% within a six-month window, which allowed us to fall within the acceptable window of parent/guardian registration under COPPA.
Community Manager
Alchemic Dream
01.2012 - 05.2014
- Moderated multiple forums, live chats, in-game chats, in-game voice, and messaging for a global gaming company with over 350 Million registered users across several console, mobile and PC games.
- Created a personalized and professional method of reaching out and engaging with players that is still used by the company to this day.
- Logged team KPI and issues for Marketing team for use in MBR and QBR meetings.
Education
B.S. - Business Communications, Minor in Behavioral Science
California University of Pennsylvania
12.2007
Skills
- Customer Support Leadership
- Operations Management
- KPI Development & Reporting
- Vendor & Contract Management
- Global Team Building
- BPO/Client Relationship Management
- Process Optimization
- Legal Compliance (COPPA, TOS, Privacy)
- Salesforce
- Microsoft Office Suite (Excel, Word, PowerPoint)
- CX Platforms: Zendesk, Freshdesk, Helpshift
- Legal/Contractual Reviews
Accomplishments
- Built and sold a personalized White Glove Service from concept to $2M+ in revenue.
- Scaled operations from 20 to 450+ agents while securing a $26M/year client contract.
Timeline
Director of Player Support
GlobalStep
05.2022 - 12.2024
Sr. Manager, Operations - Customer Support
Officium Labs
01.2021 - 05.2022
Account Manager
5CA
02.2019 - 01.2021
Project Lead
5CA
02.2018 - 02.2019
Vendor Manager
WildWorks
05.2014 - 02.2018
Community Manager
Alchemic Dream
01.2012 - 05.2014
B.S. - Business Communications, Minor in Behavioral Science
California University of Pennsylvania
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