Sr. Customer Support Manager

Tripledot Studios is one of the largest independent mobile games companies in the world, with a strong team dedicated to creating engaging mobile games. The Senior Customer Support Manager will lead the strategy and operations of the player support function, ensuring exceptional support experiences and collaborating with various teams to enhance support tools and processes.

Responsibilities:

• Define and execute the customer support vision, aligning with Community and studio goals. Establish performance standards (CSAT, FTHR, response/resolution times, sentiment, quality)
• Manage daily Wordscapes Support operations, including task delegation, prioritization, and performance tracking. Monitor ticket queue and adjust agent resources as needed to maintain efficiency without sacrificing support quality
• Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends
• Identify trends in player issues and actively participate in investigations to accelerate reproduction and resolution
• Keep FAQs updated in line with game developments and identify opportunities to create bot automations, improving the automation-to-agent ratio
• Develop and maintain player policies, including loyalty, VIP, escalation, compensation, and other operational guidelines to ensure consistency and fairness
• Share insights and trends with Product and stakeholders; deliver weekly and monthly reports, raise risks and concerns, flag issue spikes or negative feedback, request CS tool improvements, and advocate for fixes that meaningfully improve player sentiment
• Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills. Identify learning opportunities when tickets are mishandled
• Partner with Analytics to generate and interpret CS dashboards, tracking KPIs, and identifying trends. Enhance internal use of SQL to improve investigations of player progress loss and restorations, as well as resource-related discrepancies
• Act as the escalation point for complex or sensitive player issues
• Drive improvements in CSAT, contact rate, and first-time resolution to ensure high-quality support outcomes

Requirements:

• 7+ years in Customer Support or Player Support, with 2+ years in a leadership role
• Proven experience managing teams in gaming, mobile apps, or digital products
• Deep understanding of support tools and automation (Helpshift, Zendesk, Freshdesk, etc.)
• Strong analytical skills, comfortable building and interpreting CS reports
• Excellent written and verbal communication skills, comfortable presenting reports to stakeholders, and advocating for players
• Demonstrated ability to drive change and cross-functional alignment
• Passion for games, player satisfaction, quality, and community engagement
• Background in QA, user experience, player relations, or community management
• Familiarity with AI-driven support tools and chatbot design
• Knowledge of mobile gaming analytics and player lifecycle metrics
• SQL basic knowledge, familiarity with BigQuery, and Tableau