Player Support Lead (Gamedev)

TL;DR

Player Support Lead (Gamedev): Shaping and scaling player support operations for upcoming digital games with an accent on defining best practices and ensuring positive player interactions. Focus on collaborating with cross-functional teams to resolve issues quickly and improve the game experience.

Location: El Segundo, California

Salary: USD $92,000 - $115,000 Yearly

Company

hirify.global is a leading global toy and family entertainment company creating innovative products and experiences that inspire fans, entertain audiences and develop children through play.

What you will do

• Lead support operations by training agents on policies and game knowledge to resolve player issues effectively.
• Ensure high-quality player experience by defining voice/tone guidelines, macros, and best practices.
• Drive insights and reporting by tracking KPIs such as CSAT and response times.
• Partner cross-functionally with Product/LiveOps to align on known-issues communication and support readiness for new features and events.
• Own policies around refunds, account recovery, account bans, and compensation.
• Support live incident response by coordinating support communication and workflows during outages and bugs.

Requirements

• 4+ years of experience in a customer support role, preferably in F2P Mobile Gaming.
• Strong knowledge of mobile F2P games and features.
• Experience with support tooling such as Helpshift.
• Experience with handling payment issues, account recovery, fraud/chargebacks, and anti-cheat reporting.
• Excellent writing and communication skills with a player-first tone.
• Ability to collaborate with product and engineering teams to surface and help resolve player issues.

Culture & Benefits

• hirify.global offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.
• Be part of one team with shared values and common goals.
• Find new and better ways to create innovative products and experiences.
• Be a performance-driven company striving for excellence and focused on pursuing best-in-class outcomes.