Customer Support Lead

As the Customer Support Lead, you will be responsible for planning, setting up and running our customer support function for all games. This work includes choice of service provider, negotiation of price and SLAs, definition of optimization of relevant KPIs, design and implementation of VIP support programs, funneling of information to and from the management team and the games teams in regards to needed product changes, maintaining operational cost efficiency and creating a very loyal, happy and satisfied player base across our games universe. You will be expected to be willing and capable of being “hands on” at all times, as that is our culture and our core belief. You will be a critical part of the commercial team under the Chief Commercial Officer.

Example of responsibilities

- Set and execute our customer support strategy
- Define, monitor and report relevant KPIs
- Improve our games based on customer feedback
- Strengthen our brand by creating loyal and happy customers
- Work very closely with the automation and analytics team to create low cost, high efficiency operations


It is imperative that you are flexible, easy to work with, visionary, experienced and hard working. Ability to work with teams and companies from different countries is highly meriting.

We would love if you have

- Proven experience in running customer support operations
- Deep knowledge of customer support KPIs
- Deep knowledge of customer support tools, interfaces, APIs and strengths
- A business minded, visionary mindset
- A no nonsense, let’s get it done attitude
- A passion for playing games