Job Description
- 1+ years experience as Support Team Lead
- Fluency in English and Russian (B2/C1)
- Knowledge of operational support metrics
- Ability to manage and motivate a team
- Client orientation and high emotional intelligence
- Flexible work schedule (remote)
- Voluntary health insurance
- Paid vacation and sick leave
- Gym membership reimbursement
- Professional development opportunities
- Company events and merchandise
Customer Support Team Lead
About the company
Playrix is one of the most successful mobile game development companies in the world. In terms of mobile application revenue, we rank first in Europe and are in the top 3 worldwide. Our games have been installed 2.3 billion times (that's a third of the world's population!) and more than 30 million people around the world play them every day.
Team, about the role
We are looking for a strong Customer Support Team Lead to manage a team of agents on the product. You will closely interact with the product and development teams, participate in building new processes, and optimize current ones. The main goal of our Customer Support team is to make our games better!
Tasks
- Monitoring and improving key project metrics
- Implementing initiatives to enhance target KPIs and player experience
- Optimizing existing support processes and developing new ones
- Managing a team of 10-15 agents: workload planning, creating optimal schedules, and distributing tasks by roles
- Team management: development, motivation, hiring of employees
- Collaborating with the product team: synchronizing on game updates and relaying important player feedback
- Working closely with the development team
Requirements
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1+ years of experience as a support team lead
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Fluency in English and Russian (B2/C1)
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Knowledge of operational support metrics and the ability to manage them
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Ability to coordinate interaction with product teams, give feedback on metrics, and ensure user needs are met at the product level
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Ability to optimize support processes and organize high-quality customer service
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Attentiveness, organization, ability to handle various tasks at once
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Client orientation, high level of empathy, high emotional intelligence, proactivity
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Ability to manage a team and create a working atmosphere
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Interest in the gaming industry, understanding of the needs and demands of a complex product
Our Perks
Flexibility at work
- For most positions we offer a flexible schedule, and employees can work from anywhere in the world (except for the Russian Federation and the Republic of Belarus). You can do your work however and wherever you like — we only evaluate your results.
Caring for health and well-being
- We provide voluntary health insurance for employees and their children, and reimburse online sessions with a psychologist.
- We offer fully paid vacation days and sick leave. In certain circumstances, you can request additional days off.
- We support leading a healthy lifestyle and reimburse the cost of gym memberships and fitness app subscriptions.
Professional development and education
- We pay for participation in specialized conferences and courses and hold our own internal conferences.
- We offer discounts on English language courses and courses for the languages of the countries in which the company operates.
Events and merch
- We regularly hold offline events like team meetings, big corporate parties, and informal office parties.
- We also regularly organize fun competitions, quizzes, hackathons, and online fitness challenges.
- We have a merch store with an internal currency you can use to buy unique gifts. We give out this currency as a gift for significant dates, and you can earn more by participating in events and company activities.
Work Format
Remote or from one of the company’s offices
