Primary Job Title Director, Customer Support Primary Organization 
ZeniMax Online Studios
Location Baltimore, Maryland, United States Regions Greater Baltimore-Maryland Area, East Coast, Southern US Gender Male
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An Industrial Engineer with a knack for process improvement, Boyd Beasley has led award winning service teams at several companies of various disciplines. From startup to Fortune 500, Boyd has earned a reputation as a passionate, straight talking, consumer advocate. Today at ZeniMax, Boyd’s team is working to deliver a world class service solution
inside The Elder Scrolls Online, an upcoming AAA subscription video game.
In the very competitive interactive entertainment industry, ZeniMax aspires to compete with more than just their games, but also with their services. As a subscription product with a monthly fee, The Elder Scrolls Online demands new service goals different from previous products. In order to deliver the ZeniMax vision for world class service, the Customer Support team needed to develop new technology solutions (some have already been submitted for patent), establish new processes for HR, Legal, IT & contact center management and then recruit, hire & train hundreds of new agents in a matter of months. The team built two new captive contact centers and partnered with more than a half dozen others to ensure launch day demand was covered by an “army” of customer support agents trained to deliver excellent service from the first moment customers pay for The Elder Scrolls Online experience.
