Customer Support Lead: Mobile Games
2 Months ago • All levels
Customer Service
Job Description
We are seeking a Customer Support Lead for the mobile game "All in Hole". The role involves managing support operations, leading outsourced teams, efficiently escalating live issues, and providing insights to enhance player satisfaction and game quality. Responsibilities include owning the entire support process from ticket to escalation, ensuring quality and consistency with outsourced agents, analyzing support data to generate actionable reports, and collaborating with QA, Product, and Development teams to resolve player issues. The lead will also focus on improving workflows, macros, and tooling for increased efficiency and driving proactive initiatives to reduce friction and improve support.
Must Have:
- Manage support operations
- Guide outsourced teams
- Escalate live issues
- Analyze support data
- Collaborate with other teams
We’re looking for a Customer Support Lead to elevate the player support experience for All in Hole, our live casual mobile game. You’ll manage support operations, guide outsourced teams, escalate live issues efficiently, and deliver insights that improve player satisfaction and game quality.
What You’ll Do
• Own the full support process—from player ticket to developer escalation.
• Lead outsourced agents, ensuring quality and consistency.
• Analyze support data and trends to produce actionable reports.
• Collaborate with QA, Product, and Dev to resolve player pain points.
• Improve workflows, macros, and tooling to boost efficiency.
• Drive proactive initiatives that reduce friction and enhance support.
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