Sr. Customer Support Manager - Remote

Overview

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

In Short

• Lead customer support strategy and operations.
• Manage daily support operations and performance tracking.
• Enhance tagging and analytics for issue trends.
• Develop player policies for consistency and fairness.
• Train and mentor support specialists.
• Act as the escalation point for complex player issues.
• Drive improvements in customer satisfaction metrics.
• Collaborate with cross-functional teams.
• Utilize SQL for data analysis and reporting.
• Foster a motivated and empowered support team.

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 and communication skills.
• Proven ability to drive change and cross-functional alignment.
• Passion for games and player satisfaction.

Benefits

• Flexible Discretionary Time Off policy.
• Remote-first working environment.
• Generous 401k match and bonuses.
• Comprehensive health coverage.
• Employee Assistance Program support.
• Continuous professional development opportunities.
• Family-friendly culture and parental leave policy.
• Regular company events to celebrate achievements.