Do you know what it feels like to lose access to a game you care about?
Have you been the person who stepped in, solved the problem, and made someone’s day better?

As Player Care Lead at Snowprint, you’ll guide a team of experienced remote agents who support the global player base of Warhammer 40,000: Tacticus. Your job is to make sure players feel heard, understood, and taken care of, and that your team has what they need to do that work well.

What you’ll be doing

You’ll act as the link between the customer care team and the rest of the studio. You attend milestone meetings and standups, help flag potential issues early, and keep information flowing both ways. When something goes wrong, you're the one who sees the full picture, from what’s happening in-game to what’s coming in through the ticket system, and helps coordinate the response.

You manage people, processes, and performance but most importantly, you make space for good work. You create structure without micromanaging. You notice friction points and remove them. You give your team the tools to solve problems with confidence and kindness.

You'll be hands on solving tickets when needed. You understand that the best way to see how things can be improved is to do the work yourself. This won’t be something you do every day, but you are there to support the team in overflow situations.

You'll collaborate with the developers by investigating bugs to the best of your ability. Rather than just report that the game is crashing, you’ll give them a little bit more context so that they can fix the issue a bit quicker.

Is this you?

You’ve worked in customer service and know what it takes to support players even when they’re upset, confused, or just having a bad day. You’ve led people before, formally or informally, and know how to balance clarity and empathy in your communication.

You’re comfortable with admin, good at following up, and able to stay calm when many things are happening at once. You know how to dig into data, spot patterns, and turn them into clear updates and priorities. And you understand what it means to work with a licensed IP like Warhammer 40,000, where tone and presentation matter, and not every type of content is a good fit.

You’re curious about automation, AI tools, and other ways to improve support workflows, especially when it comes to Zendesk, which we use to manage tickets. You’ll have the chance to review and improve how we work with it, with support from both the team and the wider studio.

You enjoy mobile strategy games and understand the mindset of players who care deeply about rules, balance, and progression. Perhaps you’re already a Tacticus fan 🙂

You are fluent in English, both spoken and written.

Where you’ll work

Our Stockholm studio is in Södermalm and our Berlin studio is in Mitte, with a hybrid working model. We are happy for you to be based in either Stockholm or Berlin.

We work from the office Tuesdays and Fridays, to allow for closer collaboration and socializing, other days it's up to everyone where they feel most comfortable to work. We support hybrid work by supplying you with the right setup and tools. The player care team however is fully remote, so as the group’s in-office representative, people will rely on you to be their eyes and ears.

About Snowprint studios

Snowprint Studios believes great games are created by teams of talented, kind and creative individuals in a friendly, supportive and inspiring environment - while maintaining a sustainable life-work balance. For more information on Snowprint Studios go to snowprintstudios.com and follow us on Facebook.

At Snowprint Studios, we embrace diversity both in the worlds we create and in our workplace. Join us in shaping the future of gaming!

* Pocket Gamer Awards 2022 winner ‘mobile game of the year’ and ‘best strategy game’

**Pocket Gamer Awards 2024 winner 'best game we are still playing’ and finalist 'best developer'

Good to know

We are an international company with many nationalities working here. Our company language is English and therefore your application should be in English.