Customer Support Manager (Gamedev)

TL;DR

Customer Support Manager (Gamedev): Providing professional customer support and scaling a global team of agents for a mobile gaming company with an accent on team growth, escalation handling, and cross-functional collaboration. Focus on improving the player experience, prioritizing technical issues, and developing the support team's technical and soft skills.

Location: Tel-Aviv, Israel

Company

A leading mobile gaming company known for global hits like Dice Dreams and Domino Dreams, and upcoming collaborations with Disney.

What you will do

• Provide professional customer support to a rapidly growing global player base.
• Scale and manage a global team of support agents.
• Handle complex customer escalations and ongoing problem situations.
• Collaborate with R&D, Product, and Monetization managers to enhance the customer experience.
• Prioritize technical bugs and product suggestions to resolve critical player issues.
• Mentor the support team to develop their technical and soft skills.

Requirements

• English: High-level or native proficiency required
• 1+ year of experience in B2C Customer Support and team management.
• Strong technological orientation and ability to learn new systems quickly.
• Proven experience building CS infrastructure, processes, metrics, and KPIs.
• Strong communication and leadership skills.
• Location: Must be based in Tel-Aviv, Israel

Nice to have

• Proficiency with Zendesk.
• Experience hiring and managing freelance teams abroad.
• Experience using Mixpanel.