Player Support Operations Manager

TL;DR

Player Support Operations Manager (Mobile Gaming): Lead customer support operations for a soon-to-be-announced mobile game with an accent on building support tools, processes, and cross-team alignment. Focus on generating requirements for tools, analyzing operational data, escalating complex cases, and optimizing workflows for exceptional player service.

Location: Barcelona, Spain (onsite)

Company

hirify.global is a leading global video game company creating, developing, publishing, and operating hit mobile games like MONOPOLY GO! and Pokémon GO.

What you will do

• Act as the key link between BPO team, game team, and central support to ensure alignment on initiatives, updates, and priorities.
• Generate requirements and collaborate with the game team to build and expand player support tools and processes for launch and beyond.
• Define, evolve, and maintain support processes, documentation, and workflows reflecting game updates and policies.
• Coordinate with Product and Operations to communicate updates and features to support agents.
• Support escalation of complex cases like billing, gameplay, or account issues with timely resolution.
• Analyze data (TTR, CSAT, backlogs), monitor vendor KPIs, gather feedback for product improvements, and identify automation opportunities.

Requirements

• Fluency in English (written and spoken)
• Relevant experience in customer support operations, project coordination, or vendor management (gaming industry preferred).
• Experience collaborating with Product and Engineering teams on tools and workflows.
• Analytical mindset to track metrics, identify trends, and inefficiencies.
• Highly organized, detail-oriented, proactive problem-solver.
• Strong communication and stakeholder management skills.
• Knowledge of CRMs (e.g., Helpshift) and tools like Confluence, Excel, Looker.
• Comfortable in fast-paced international environment; based in Barcelona

Nice to have

• Prior BPO coordination or multi-vendor experience.
• Experience with automation tools, knowledge management, or analytics dashboards.
• Knowledge of social support techniques, operations, and KPIs.

Culture & Benefits

• Work in a global team of game lovers focused on innovation and player communities.
• Tenet-driven culture emphasizing meaningful connections through play.
• Global operations across four continents with world-class gamemakers.