About Us: We are an early-stage mobile gaming startup with big ambitions to grow globally. Our diverse team brings expertise from Silicon Valley, Hong kong. and we are committed to building the next generation of exciting mobile gaming experiences. We are looking for a passionate Customer Support Manager to lead our global player support efforts. In this role, you will be responsible for managing a small but growing team, resolving escalated issues, and ensuring smooth operations to support players from around the world.
Key Responsibilities: Oversee Global Player Support: Manage the day-to-day operations of our support team to ensure timely responses to inquiries from players across different regions, including North America, Europe, and Asia.Handle Escalations: Take ownership of complex issues, including technical difficulties, in-app purchases, payment queries, and gameplay concerns.Monitor Key Metrics: Track key performance indicators (KPIs) such as first response time, resolution time, and player satisfaction to ensure continuous improvement.Create Processes and SOPs: Develop and implement standard operating procedures to streamline support workflows and ensure consistent service.Train and Develop the Team: Build a player-first culture by coaching and mentoring team members to perform at their best.Payment and Billing Support: Oversee transaction-related inquiries, such as refunds, failed payments, and subscription issues.Requirements: Customer Support Experience: At least 3 years of experience in customer service, ideally within the gaming or tech industries, with 1+ years in a leadership role.Excellent Communication Skills: Fluent in English & Chinese (additional languages are a plus) with strong written and verbal communication skills.Knowledge of Gaming Ecosystem: Familiarity with mobile games, in-app purchases, and payment systems.Leadership Skills: Proven ability to lead and manage remote teams across time zones.Problem-Solving Abilities: Strong analytical skills and the ability to handle escalated player issues effectively.Global Mindset: Previous experience working with international players or customers is highly desirable.Flexible Working Hours: Willingness to manage schedules that align with global player activity and cover peak hours.Education: A Bachelor's degree in Business, Communications, or a related field is preferred.