Customer Support Manager

7 Months ago • 1 Years +

Product Management

Job Description

As Customer Support Manager at SuperPlay, you will provide professional support to a growing player base, scale a global support team, handle escalations and complex problems, and collaborate with various stakeholders to improve the customer experience. Responsibilities include prioritizing technical issues, developing the support team's skills, and working closely with R&D, Product, and Monetization teams. The ideal candidate possesses strong technological skills, experience building CS teams and infrastructure, and excellent communication and leadership abilities. Experience managing a freelance team abroad and Zendesk proficiency are beneficial.

Good To Have:

Zendesk proficiency
Managed a freelance team abroad
Experience with Mixpanel

Must Have:

High-level or native English
1+ year experience managing B2C support teams
Strong technological skills
Ability to quickly learn new systems
Experience building CS teams and infrastructure
Excellent communication & leadership skills

Who are we?

Join the world's fastest-growing mobile games company!

SuperPlay is on a mission to create the world's best mobile games, and have fun while doing it. Founded in 2019 by industry veterans from Playtika, Rovio, and the movie industry, we set out to create delightful, memorable casual games that players can enjoy for years.

Our first game Dice Dreams has become a top-100 grossing global hit, and our team has grown to include dozens of top-talent, dedicated, and driven individuals.

Our future plans are even more exciting - if you want to be part of the journey, check out the role below!

What will you do in SuperPlay?

Provide professional customer support to a growing player base
Scale a global and growing team of support agents providing support to our players
Handle customer escalations, complex, and ongoing problem situations.
Work closely with Support Group Manager, R&D, Product, Monetization Managers, and other stakeholders to continually improve the customer support experience
Take part in the prioritization of technical issues/bugs and product suggestions intended to address the most critical issues affecting our customer experience
Develop the support team’s technical and soft skills

Who are you?

Must-have:

High-level or native English
1+ year experience in B2C Customer Support and managing teams (Support/Client-Success/Professional Services or equivalent)
Strong Technological orientation and skills
Ability to pick up new concepts, programs and systems quickly
Experience with building CS teams, infrastructure, processes, metrics, and KPIs
Great communications skills and leadership, and managerial skills.