Job Opportunity
About Us:
We are a leading gaming company in Europe and one of the top 3 most successful mobile developers in the world.
We have created hit games with over 2 billion downloads.
Our games are played by more than 100 million people monthly.
We're seeking a strong Customer Support Team Lead to manage our multicultural support team for one of our flagship games.
You will work closely with the project team, providing insights into players' experiences to influence game development and enhance player satisfaction.
This role requires relocation from Russia and Belarus to one of our offices or remote work from other countries (excluding Russia and Belarus).
Key Responsibilities:
* Manage a support team of 15-20 members.
* Develop new processes for handling user requests and optimize existing ones.
* Monitor KPIs to assess team and process performance.
* Organize workflows and schedules for team members.
* Collaborate closely with the product team and participate in game development.
Required Skills:
* At least 1 year of experience as a support team lead.
* Fluent English and Russian language skills (B2/C1 level).
* Knowledge of operational support metrics and management skills.
* Ability to coordinate with product teams, provide feedback, and meet user needs at the product level.
* Skills to optimize support processes and deliver high-quality customer service.
* Attentiveness, organizational skills, and multitasking ability.
* Client-oriented mindset, empathy, high emotional intelligence, and proactivity.
* Leadership skills to manage a team and foster a positive working environment.
* Interest in the gaming industry and understanding of complex product demands.
Benefits:
* Healthcare:
o Reimbursement for online psychologist sessions, dental insurance, and COVID-19 treatment.
* Work-life balance:
o Generous paid vacation and sick leave, with additional days available upon request.
* Professional development:
o Support for conferences, courses, internal bootcamps, and discounted English courses.
* Entertainment and merchandise:
o Participation in global events, contests, sports challenges, parties, hackathons, and team offline activities.
* Fitness:
o Reimbursement for gym memberships or fitness app subscriptions.
* Community involvement:
o Support for charity projects and employee initiatives through grants.