Game Customer Support Lead

TL;DR

Game Customer Support Lead (Gamedev): Designing and executing support frameworks for mobile game publishing with an accent on omnichannel infrastructure, VIP programs, and regional operational scalability. Focus on building automated workflows, managing vendor relationships, and ensuring high-quality player satisfaction through data-driven analysis and SOP development.

Location: Must be based in Singapore

Company

A global leader in high-performance gaming hardware, software, and systems, committed to revolutionizing the gaming experience.

What you will do

• Design automated support flows and escalation processes for mobile game operations.
• Develop and maintain comprehensive FAQs, help center content, and support libraries.
• Implement and manage omnichannel communication strategies including email, chat, social media, and Discord.
• Oversee VIP support programs and community engagement initiatives for high-value players.
• Collaborate with publishing teams to ensure CS readiness for game launches and live events.
• Manage CS platforms like Zendesk or Helpshift and supervise outsourced vendor teams.

Requirements

• 3–5 years of experience in mobile gaming or digital entertainment support.
• Proven track record in managing publishing or live operations support teams.
• Hands-on experience with omnichannel support tools such as Zendesk or Helpshift.
• Strong ability to create SOPs, training materials, and knowledge bases.
• Excellent communication skills with the ability to manage diverse stakeholders.
• Fluency in English is required; proficiency in a Southeast Asian language is a plus.

Nice to have

• Experience managing loyalty or VIP programs.
• Analytical skills for ticket trend analysis and KPI reporting.

Culture & Benefits

• Opportunity to contribute to a global mission in the gaming industry.
• Exposure to a diverse team spanning five continents.
• Focus on accelerated personal and professional growth.
• Inclusive, gamer-centric workplace environment.