Head of Customer Support

Role Overview

• 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

Requirements

• 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