Senior Customer Support Manager – Contract

Job not on LinkedIn

4 days ago

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏳ Contract/Temporary

🟠 Senior

💝 Customer Support

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Tripledot Studios

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Tripledot is a new and fast-growing games studio based in London and Minsk. Forged by seasoned industry veterans from King, Facebook and Product Madness, their goal is to create the highest quality casual games for everyone to enjoy. With the belief that amazing games are created by amazing teams, Tripledot brings the best-of-the-best together in an awesome environment to create the “Apollo Programme” of mobile games.

51 - 200 employees

💰 $50M Private Equity Round on 2022-12

📋 Description

• Lead the strategy, operations, and continuous improvement of our player support function. • Ensure exceptional support experience for players through direct interactions, automation, or proactive communication. • Partner closely with Production, QA, and Community teams to represent the player voice, drive CS excellence, and evolve support tools and processes. • 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. • Enhance the tagging system for accurate analysis of build stability and issue trends. • Identify trends in player issues and participate in investigations for acceleration of reproduction and resolution. • Keep FAQs updated and identify opportunities for bot automations. • Develop and maintain player policies to ensure consistency and fairness. • Share insights and trends with Product and stakeholders; deliver reports and raise concerns. • Train and mentor Support Specialists to strengthen their skills.

🎯 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.