Head of Customer Support
We create mobile games that are fun, visually engaging, and built around exciting challenges. Our skill-based games recognize true talent by rewarding quick thinking and smart strategy. Everything we create starts with our team, collaborating, learning, and challenging each other to do better every day.
We are looking for a Head of Customer Support to join our team. You’ll be responsible for building and leading our global player support operations, ensuring that our players enjoy a seamless, reliable, and trustworthy experience in our games. This position is central to shaping our customer support strategy, structure, and culture from resolving player issues to ensuring trust and safety.
What You'll Do
- Build and scale a world-class customer support organization
- Define and execute support strategy across all player touchpoints, ensuring consistency and quality
- Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
- Track and optimize KPIs to drive continuous improvement
- Oversee sensitive cases such as payments, fraud, and responsible gaming, ensuring compliance with regulatory standards
- Collaborate closely with product team to deliver safe and engaging player experiences
- Represent the player’s voice and make sure their perspective informs both product and operational decisions
What We're Looking For
- 7+ years in customer support / customer experience in mobile game industry, including at least 3 years in a leadership role
- Proven experience in scaling support operations in mobile games
- Deep familiarity with support tools
- Strong analytical mindset; comfortable using data to make decisions and drive improvements
- Excellent leadership and people management skills
- Strong communication and collaboration skills across departments
- Must be based in the United States
Recommended Jobs
Assistant Store Manager
About us Zara offers the latest fashion trends for all. An international brand with stores in the main cities of the world and online. Our business model is centered in our customers, constantly adap…
Senior Master Data Analyst, Supply Chain
ABOUT THE JOB The Senior Supply Chain Master Data Analyst will play a crucial role in maintaining the integrity, accuracy, and completeness of key supply chain data within our organization. The …
Full Time Radiology Job Santa Cruz, CA
Santa Cruz is a city on the central California coast. Its long wharf, with eateries and shops, stretches into Monterey Bay. Downtown, Pacific Avenue has vintage clothing stores, cafes, and galleries. …
Sales and Service Coordinator
Sephora in Daly City is seeking a Sales and Service Coordinator to enhance the in-store experience through exceptional client service and team support. This full-time role involves coordinating servic…
Senior Backend Engineer, Spending
About the role Chime Engineering is growing rapidly as we scale to support the financial needs of our members. We are looking for driven engineers to join our team, where you’ll work on APIs tha…
Senior Product Manager - AI Application Security and Risk
The application window is expected to close on 9/30/25. You are able to travel to the San Jose, CA office at least once every three months for planning meetings. Meet the Team The Cisco AI S…
Principal Product Manager, Virtual Power Plant
About GoodLeap: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pu…
Data Analyst, Billing Systems - Healthcare
About Sprinter Health Sprinter Health is rebuilding healthcare delivery from the ground up. Our mission is to bring high-quality, preventive care directly into the homes of people who are falling …
Full Stack Software Engineer (L5), Content Security Engineering
Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages…
Front of House Shift Leader
Description We are seeking a high energy, focused, flexible, and enthusiastic customer service professional to join our Shift Leadership team in the capacity as a Front of House Shift Leader. The …