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◆ 6/10
gamingsupportCustomer Supportoffice
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About this role
We are looking for a Head of Support Service to lead user interaction and manage the support team for our games.
Description
We are looking for a Head of Support Service who will build and lead the work with users of our games — both in direct interaction with players and in managing the team, processes, and service quality. All work is conducted in writing in Russian and English.
Responsibilities
- Forming, training, and managing the support team, including coordinating outsourcing agents.
- Setting tasks for employees, controlling deadlines and quality of inquiries processing.
- Developing and implementing standards, regulations, and scripts for user interaction.
- Establishing a separate track for working with VIP players and high spenders.
- Implementing AI tools in support work.
- Maintaining and developing the technical support knowledge base and user knowledge base.
- Organizing game update checks before release by the support team.
- Building a reporting and analytics system for user inquiries (metrics, SLA, satisfaction).
- Recruiting and adapting new support staff.
Requirements
- At least 2 years of experience in leading a support team.
- Proficient in English.
- Good command of Russian.
- Experience with helpdesk systems: queues, macros, automation, reports.
- Knowledge of casual and mid-core mobile games (match-3, city-builder) and understanding of F2P monetization.
- Ability to establish processes and implement regulations.
Conditions & Benefits
- Office format work (Ivanovo).
- Flexible start of the working day.
- Positive and supportive atmosphere in the team.
- Opportunities for professional and career growth.
Job Details
Market range (est.)$135k–$270k
LocationOffice
AI Score★★★★★★☆☆☆☆ 6/10
PostedSep 30, 2026 (12d ago)
Tags & Skills
gamingsupportCustomer Supportoffice
Join Talent Pool
Subscribe to our Telegram channel
✓ Direct apply: you message the hiring person. No ATS.