Customer Support Lead – AI & Automation

GamePoint B.V., a major social games developer in the Netherlands, is seeking a Customer Support Lead for AI & Automation. This role involves leading and optimizing Support Operations, focusing on player satisfaction through AI-driven processes. The lead will implement and train AI Care Agents, analyze player feedback and support data, and collaborate with community, product, and development teams to resolve issues. Responsibilities also include coaching support agents and ensuring high-quality player support.

Must Have

• Responsible for daily management of Support Operations
• Monitor service levels and optimize processes
• Implement, train, and expand AI Care Agents
• Improve automation, self-service, and AI-driven support solutions
• Analyze player feedback, support data, and game issues
• Identify trends and translate them into process improvements
• Act as a point of contact for game-related questions
• Signal and escalate bugs
• Collaborate with community, product, and development teams
• Coach and guide support agents
• Perform quality controls and contribute to training and performance reviews

Good to Have

• Strong affinity with mobile casual games and the mobile gaming industry
• Result-oriented and energetic
• Naturally enthusiastic
• High quality standards
• Strong sense of responsibility
• Flexibility
• Pioneering mentality
• Entrepreneurial attitude
• Determined
• Well-organized planner
• Good sense of humor

Perks & Benefits

• Competitive employment package
• Pension scheme
• Lunch arrangement
• Fun and informal work environment
• Regular team building activities
• Friday afternoon drinks
• Company parties

Customer Support Lead – AI & Automation

Are you ready to continue your career in the rapidly innovating gaming industry?

GamePoint B.V. is one of the largest developers of social games, based in the Netherlands. Every month we welcome large numbers of unique players on web, Facebook and mobile, from all over the world, to our bingo, dice, card and board games. Some of our games are among the top 100 highest-earning games in the world.

We are committed daily to entertaining and supporting a live, global audience and building long-term relationships with all our players. Come play with us!

For more information, visit our corporate website: www.gamepoint.biz, or find our games in the app stores and/or play our great games at www.gamepoint.com.

Position: Customer Support Lead – AI & Automation

Are you a born leader with a passion for gaming, data, and customer experience? As an AI Support Lead, you will be responsible for managing and optimizing our Support Operations. You combine operational sharpness with analytical insight and use (AI-driven) processes to continuously improve player satisfaction.

You are the point of contact for everything related to game support and work closely with community, product, and development teams to resolve issues quickly and effectively.

Do you have the skills to build and maintain integrated collaboration with internal teams, ensuring an excellent player support experience for our players… then don't hesitate any longer!

Responsibilities

• Operational Support Excellence

Responsible for the daily management of Support Operations. You monitor service levels, optimize processes, and ensure a consistent and high-quality support experience for players.

• AI Care Agents & Innovation

You play an active role in implementing, training, and further developing AI Care Agents. You work on improving automation, self-service, and AI-driven support solutions to bring our support to a new level of scalability, efficiency, and quality.

• Data, Analysis & Continuous Improvement

You analyze player feedback, support data, and game issues. Using data and insights from AI-driven tools, you identify trends and translate them into concrete improvements in processes and player experience.

• Game & Stakeholder Collaboration

You act as the substantive point of contact for game-related questions, identify and escalate bugs, and work closely with community, product, and development teams to resolve issues quickly and effectively.

• Team coaching & Performance

You coach and guide support agents, perform quality controls, and contribute to training and performance reviews. You help the team grow through clear feedback and hands-on support.

Education & Work Experience

• Bachelor's or Master's degree in New Media, Digital Media or Communication
• Solid experience with implementing, maintaining and strengthening (external) Support tools and solutions
• Three to five years of work experience managing customer care/customer service teams within a B2C environment
• Experience with cross-functional work with different departments within the company.
• You have international experience and therefore recognize the differences between markets and cultures, and know how to respond effectively to them.

Skills, interests and qualities

• You have a strong affinity with (mobile) casual games and the mobile gaming industry
• Fluent in Dutch and English, both written and oral
• Experience with CRM tools.
• You are result-oriented and energetic, and naturally enthusiastic
• High quality standards, a strong sense of responsibility and flexibility
• You have a pioneering mentality, an entrepreneurial attitude and are determined
• A well-organized planner who enjoys collaborating with a wide range of people
• You are flexible and able to work in a fast-changing/busy environment
• Able to analyze statistical information; experience with Excel is a requirement
• You have a good sense of humor

What do we offer?

We offer a competitive employment package based on your experience and knowledge, including a pension scheme, lunch arrangement and a fun and informal work environment. In addition, we regularly organize team building activities, Friday afternoon drinks, fun company parties and many more nice extras! You will work in an informal, international working environment in a beautiful historic building near the center of The Hague.

Apply!

Do you have what it takes? Then send your CV and cover letter by e-mail, explaining your background and why you think you are a good fit for this position, our team and how you think we can improve our campaigns.

For more information about this unique position within GamePoint B.V. you can contact Alex Maistruk (Recruitment Officer) by phone: +31 (0)70 – 3110110 or by e-mail: omaistruk@gamepoint.com