Customer Support (Gaming)

TL;DR

Customer Support (Gaming): Providing professional customer support to a growing global player base with an accent on handling escalations, improving the customer experience, and developing the support team. Focus on prioritizing technical issues and working closely with product and R&D teams.

Location: Tel-Aviv, Israel

Company

hirify.global is a leading mobile gaming company, founded in 2019, creating innovative casual games like Dice Dreams and Domino Dreams, with a new Disney collaboration launching in 2025.

What you will do

• Provide professional customer support to a growing player base.
• Scale a global and growing team of support agents.
• Handle customer escalations, complex, and ongoing problem situations.
• Work closely with Support Group Manager, R&D, Product, and Monetization Managers to continually improve the customer support experience.
• Take part in the prioritization of technical issues/bugs and product suggestions.
• Develop the support team’s technical and soft skills.

Requirements

• English: High-level or native proficiency required.
• 1+ year experience in B2C Customer Support and managing teams (Support/Client-Success/Professional Services or equivalent).
• Strong technological orientation and skills.
• Ability to pick up new concepts, programs, and systems quickly.
• Experience with building CS teams, infrastructure, processes, metrics, and KPIs.
• Great communication and leadership/managerial skills.

Nice to have

• Zendesk proficiency.
• Managed and hired a freelance team abroad.
• Experience with Mixpanel.