Lead Customer Support

Pazu is seeking a passionate, customer-focused Lead Customer Support to head their CS team. This role involves leading, mentoring, and managing the team, ensuring high-quality responses across all channels, and setting service standards for kid-appropriate communication. The ideal candidate will also handle tickets personally, monitor performance, manage escalated cases, and collaborate with other teams to represent player feedback. Service orientation and people skills are crucial for this role.

Must Have

• Act as a hands-on CS lead by personally handling tickets
• Lead, mentor, and manage the Customer Support team
• Oversee daily support operations, ensuring timely, high-quality responses
• Set service standards for friendly, patient, kid-appropriate communication
• Monitor team performance and KPIs
• Handle escalated or complex cases
• Identify, analyze, and report trends of recurring issues
• Develop workflows, guidelines, and processes
• Collaborate closely with Product, QA, and Marketing
• 3+ years of experience in customer support/ Customer Success with at least 1 year in a leadership/managerial role
• Native/mother-tongue level of English (written and spoken)
• Exceptional interpersonal and communication skills
• Experience working with Zendesk
• Ability to work occasionally during evening hours and weekends
• Strong service orientation- warm, patient, and people-first approach
• Proactive, independent, and hands-on mindset
• Ability to work in a fast-paced, dynamic environment
• A team player

Good to Have

• Experience working in kids-oriented product companies
• Experience managing distributed or remote teams
• Experience in the mobile gaming world
• Portuguese or Spanish language skills

Description

We are seeking a passionate, customer-focused Lead Customer Support to lead our CS team.

As a gaming company for kids, it’s essential that our communication is warm, clear, and empathetic. We are looking for someone who can speak at kids’ level, understand their needs, and deliver a truly supportive experience.

While technical abilities are important, service orientation and people skills are the heart of this role, and we welcome candidates coming from a Customer Success background who bring strong relationship-building skills and player empathy.

Responsibilities

• Act as a hands-on CS lead by personally handling tickets, and staying close to player feedback.
• Lead, mentor, and manage the Customer Support team, including hiring, training, ongoing development, and performance reviews.
• Oversee daily support operations, ensuring timely, high-quality responses across all channels (Email, App Stores, Social Media, and more).
• Set service standards and ensure the team delivers friendly, patient, kid-appropriate communication at all times.
• Monitor team performance and KPIs while maintaining a high level of customer satisfaction.
• Handle escalated or complex cases and support the team in decision-making.
• Identify, analyze, and report trends of recurring issues and complaints to Product and R&D teams.
• Develop workflows, guidelines, and processes to ensure efficient support operations as the team grows.
• Collaborate closely with Product, QA, and Marketing to represent the voice of our players.

Requirements

• 3+ years of experience in customer support/ Customer Success with at least 1 year in a leadership/managerial role, preferably in a global company.
• Native/mother-tongue level of English (written and spoken) – required.
• Experience working in kids-oriented product companies – an advantage.
• Exceptional interpersonal and communication skills, with the ability to simplify complex topics for a young audience.
• Experience working with Zendesk
• Ability to work occasionally during evening hours and weekends when needed.
• Strong service orientation- warm, patient, and people-first approach.
• Experience managing distributed or remote teams – an advantage.
• Proactive, independent, and hands-on mindset
• Ability to work in a fast-paced, dynamic environment.
• Experience in the mobile gaming world – advantage.
• Portuguese or Spanish – advantage.
• A team player