Customer Support Lead (GameDev)

TL;DR

Customer Support Lead (GameDev): Owning and leading all aspects of Customer Support for MARVEL Strike Force, ensuring a high-quality, scalable support experience for players with an accent on acting as the primary Customer Support owner for the game. Focus on surfacing and escalating player-reported issues, monitoring KPIs, and optimizing self-service content.

Location: Hybrid in Mexico City, Mexico (3 days a week from the hub)

Company

hirify.global is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences across multiple platforms.

What you will do

• Serve as the Customer Support product owner for MARVEL Strike Force, owning the end-to-end support experience.
• Own Customer Support execution and outcomes, ensuring high-quality, timely, and consistent player support.
• Act as the primary point of contact for all Customer Support topics, partnering closely with Product, QA, and Live Ops.
• Surface, structure, and escalate player-reported issues, bugs, and trends, driving resolution with stakeholders.
• Review product updates and features to anticipate support impact and ensure Customer Support readiness.
• Monitor Customer Support KPIs and SLAs, identify trends and risks, and drive corrective actions.
• Own the accuracy, effectiveness, and ongoing optimization of self-service and FAQ content.
• Ensure support teams are equipped with clear guidance, updates, and training related to game changes.
• Act as the escalation point for complex or high-impact player issues.

Requirements

• Experience supporting or operating Customer Support for mobile games, live service games, or consumer digital products.
• Solid understanding of Customer Support operations, tools, and workflows.
• Ability to analyze support data and translate it into actionable insights.
• Experience working cross-functionally with teams such as Product, QA, Live Ops, or external partners.
• Strong written and verbal communication skills in English are required.
• Sound judgment and the ability to prioritize effectively in a fast-paced, high-volume environment.
• A strong sense of ownership and a player-first mindset.

Nice to have

• Experience with self-service tools, automation, bots, or workflow optimization in a Customer Support environment.
• Familiarity with AI-driven support tools or interest in leveraging automation.

Culture & Benefits

• Be part of a global team of game lovers who are developing, publishing and innovating the mobile games industry.
• Work within a diverse, supportive environment where everyone is treated with respect.
• Commitment to providing equal employment opportunities.