Customer Support Team Lead (Gamedev)

TL;DR

Customer Support Team Lead (Gamedev): Leading, coaching, and developing a team of support agents to ensure high-quality customer experiences in a gaming server hosting environment with an accent on operational efficiency and process improvement. Focus on utilizing AI tooling to boost team impact and navigating complex technical escalations.

Location: Must be based in Europe (Remote, or hybrid in Karlsruhe/Berlin).

Company

A global leader in game server hosting with over 20 years of experience, supporting major titles like ARK, Minecraft, DayZ, and Valheim.

What you will do

• Lead, coach, and develop a team of Customer Support Agents.
• Monitor performance, quality, and customer experience metrics.
• Support day-to-day operations and help the team navigate complex customer situations.
• Partner with other departments to improve processes and customer outcomes.
• Identify operational inefficiencies and propose practical solutions.
• Utilize AI tooling to boost the team’s impact.

Requirements

• English: C1+ required (Fluency).
• Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role.
• Experience in technical troubleshooting, escalations, and difficult conversations.
• Proactive mindset and a desire to take ownership.
• Comfort working in a fast-paced environment.
• Must be based in Europe to facilitate international collaboration.

Nice to have

• German language proficiency.
• Experience in gaming or game server hosting environments.
• Interest in technology and online communities.

Culture & Benefits

• Flexible working hours and remote work options.
• 30 days of vacation plus additional paid leave.
• Professional development and training opportunities.
• Company pension plan and mental health support.
• Modern office infrastructure in Karlsruhe or Berlin with ergonomic design.
• International work atmosphere with regular team-building events.