Customer Support Team Lead

Customer Support Team Lead

Playrix is the largest gaming company in Europe and is among the top 3 most successful mobile developers in the world. We have created such hit games as Gardenscapes, Fishdom, Manor Matters, Homescapes, Wildscapes, and Township, which have been downloaded more than 2 billion times. Over 100 million people play our games every month.

We're looking for a strong Customer Support Team Lead to manage the multicultural product support team for one of Playrix's flagship games. Working closely with the project team and filling them in on players' experiences, you will be able to influence the game's development and make millions of our players even happier.

This role requires relocation from Russia and Belarus to one of our offices or remote work from other countries (except Russia and Belarus).

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Tasks

• Managing the support team (15-20 people)

Building new processes for working with user requests and optimizing current ones

Monitoring KPIs

Organizing employees' workflow and schedules

Closely interacting with the product and participating in the project's development

Requirements

1+ years of experience as a support team lead

Fluency in English and Russian (B2 / C1)

Knowledge of operational support metrics and the ability to manage them

Ability to coordinate interaction with product teams, give feedback on metrics, and ensure user needs are met at the product level

Ability to optimize support processes and organize high-quality customer service

Attentiveness, organization, ability to handle various tasks at once

Client orientation, high level of empathy, high emotional intelligence, proactivity

Ability to manage a team and create a working atmosphere

Interest in the gaming industry, understanding of the needs and demands of a complex product

Our Perks

Healthcare

We reimburse online sessions with a psychologist and offer you and your children healthcare, including dental insurance and treatment for COVID-19.

Work-life balance

We offer a generous amount of paid vacation days and sick leave. In special circumstances, additional days off can be requested.

Professional development and education

We reimburse participation in relevant conferences and courses, and regularly conduct internal bootcamps. We also provide access to discounted English language courses.

Entertainment and merch

Every year we hold hundreds of events around the world, including contests, sports challenges, parties, hackathons, and offline events for individual teams.

Fitness

We support leading a healthy lifestyle and offer reimbursement for gym memberships, or fitness app subscriptions.

Community involvement

We launch charity projects and support the initiatives of employees through our grant competition.