Senior Customer Support Manager (Contract) - Remote

Overview

The Senior Customer Support Manager will lead the strategy, operations, and continuous improvement of our player support function, ensuring exceptional support experiences for players.

In Short

• Define and execute the customer support vision.
• Manage daily support operations and performance tracking.
• Enhance tagging systems for better analysis.
• Identify trends in player issues for faster resolution.
• Update knowledge bases and identify automation opportunities.
• Develop player policies for consistency and fairness.
• Communicate insights and trends with stakeholders.
• Train and mentor support specialists.
• Utilize SQL for generating and interpreting dashboards.
• Act as the escalation point for complex issues.

Requirements

• 7+ years in Customer Support or Player Support.
• 2+ years in a leadership role.
• Experience in gaming, mobile apps, or digital products.
• Strong analytical skills for building and interpreting reports.
• Excellent communication skills.
• Ability to drive change and cross-functional alignment.
• Passion for games and player satisfaction.

Benefits

• Work in an award-winning team.
• Opportunity to lead a growing support function.
• Collaborate with cross-functional teams.
• Contribute to player satisfaction and community engagement.