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).
Tasks
1. Managing the support team (15-20 people)
2. Building new processes for working with user requests and optimizing current ones
3. Monitoring KPIs
4. Organizing employees' workflow and schedules
5. Closely interacting with the product and participating in the project's development
Requirements
1. 1+ years of experience as a support team lead
2. Fluency in English and Russian (B2/C1)
3. Knowledge of operational support metrics and the ability to manage them
4. Ability to coordinate interaction with product teams, give feedback on metrics, and ensure user needs are met at the product level
5. Ability to optimize support processes and organize high-quality customer service
6. Attentiveness, organization, ability to handle various tasks at once
7. Client orientation, high level of empathy, high emotional intelligence, proactivity
8. Ability to manage a team and create a working atmosphere
9. Interest in the gaming industry, understanding of the needs and demands of a complex product
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