Senior Customer Support Manager (Gamedev)

TL;DR

Senior Customer Support Manager (Gamedev): Leading the strategy, operations, and continuous improvement of the player support function with an accent on ensuring an exceptional support experience through direct interactions, automation, and proactive communication. Focus on managing daily operations, enhancing the tagging system for issue analysis, and improving CSAT and first-time resolution rates.

Location: Las Vegas, USA. Fully remote

Company

hirify.global is one of the largest independent mobile games companies in the world, with a global team and a portfolio of popular mobile games.

What you will do

• Define and execute the customer support vision, aligning with Community and studio goals.
• Manage daily Wordscapes Support operations, including task delegation and prioritization.
• Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends.
• Develop and maintain player policies, including loyalty, VIP, escalation, and compensation guidelines.
• Share insights and trends with Product and stakeholders through weekly and monthly reports.
• Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills.

Requirements

• 7+ years in Customer Support or Player Support, with 2+ years in a leadership role.
• Proven experience managing teams in gaming, mobile apps, or digital products.
• Deep understanding of support tools and automation (Helpshift, Zendesk, Freshdesk, etc.).
• Strong analytical skills, comfortable building and interpreting CS reports.
• Excellent written and verbal communication skills.
• Passion for games, player satisfaction, quality, and community engagement.

Nice to have

• Background in QA, user experience, player relations, or community management.
• Familiarity with AI-driven support tools and chatbot design.
• Knowledge of mobile gaming analytics and player lifecycle metrics.
• SQL basic knowledge, familiarity with BigQuery, and Tableau.

Culture & Benefits

• Close-knit, collaborative environment.
• Indie-style process combining data and creativity.
• Opportunity to make games that can be enjoyed by everyone.

Hiring process

• Stage 1: Talent Acquisition Interview.
• Stage 2: Manager Interview.
• Stage 3: Director Interview.
• Stage 4: Hired.