Customer Service Lead

Loveridge Digital; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Performance bonus

Job summary

Loveridge Digital is seeking a CS Lead to own player support operations for its mobile games. You will build structure and processes to support a growing player base, manage ticket queues, and partner with Development and Operations to resolve issues.

You will lead a small team, set goals and KPIs, optimize the CS tool, and monitor app reviews while reporting progress to executives. Apply if you love games and helping players stay engaged.

Qualifications

• 3 to 5+ years in customer support for mobile software, preferably games.
• 2+ years leading or supervising staff.
• Experience with a helpdesk or CRM (Zendesk or similar) and AI/machine learning tools for ticket management.

Responsibilities

• Lead the customer support efforts for our casual mobile game, setting clear goals and defined KPI’s.
• Own day-to-day to month-to-month planning and execution of CS ticket and response management.
• Collaborate with development and QA to resolve issues and surface emergent priorities.
• Optimize CS tool functionality and build self-serve help and ticket processing workflows.
• Maintain ticket quality and ensure appropriate escalation with care for SLA and customer satisfaction.
• Write and maintain game FAQs and template structures for player self-help.
• Monitor app store reviews and route communications to CS portals; report high-priority issues to dev/exec teams.

Skills

Customer support

Lead a team

Helpdesk / CRM

AI ticketing

Communication

Tools

Zendesk

Helpdesk

Job description

We are looking for a CS Lead who will own player support operations of our mobile games. We have several exciting games in development and need a lead who has set up structure and processes to provide support for the growing player base of our games.

You will work with a small matrixed group of partners to start, managing ticket queues, communicating with our players to identify issues, and partnering with the Development and Operations teams to tackle resolutions. The role will directly manage a small team as the games scale.

Are you someone who loves games, problem solving and helping players to continue having fun? Come join us!

What you will do

Lead the customer support efforts for our casual mobile game, setting clear goals and defined KPI’s based on available tools and resources.

Own the day-to-day to month-to-month tactical and strategic planning and execution of CS ticket and response management.

Collaborate with the game development and QA team, expediently resolving player issues on existing bugs, and productively surfacing emergent priority issues from live product that need immediate attention.

Work with engineering partners to optimize the core functionality of our CS tool, building in best practice self-serve help and ticket processing.

Run ticket quality against the support guideline. Purchase, technical, legal, and trust-and-safety tickets follow different owners and different reply rules.

Write and maintain game FAQ’s for player self-help, template structures and frameworks.

Propose and spec AI powered workflow and tool improvements to productively and optimally support ticket management and player joy.

Monitor App Store / Play reviews and reroute communication to the CS portal, synthesizing emergent issues through the app store reviews, CS tool and social media.

Establish a productive escalation and reporting structure for the dev team and executive management on high priority issues.

Maintain regular reporting of CS summaries including categorical volume, performance against SLA, close rates, customer satisfaction.

What we are looking for

3 to 5+ years in customer support for a customer facing software on mobile, ideally free-to-play games, including 2+ years leading or supervising staff.

Holistic and hands-on experience with a helpdesk or CRM (Helpdesk, Zendesk, or similar) - ticket deflection utilizing AI/machine learning tools in addition to direct ticket management.

Strong written and verbal communication skills. Calm under pressure, maintains a positive outlook with high player empathy.

Experience with, and active interest in, utilizing AI tools and capabilities in the field of customer support.

Familiarity with common issues with IAP and ad based monetization in mobile games

Familiarity with trust-and-safety matters, experience working closely with community and social media partners.

Competitive salary and performance bonus. Small team, real ownership of support ops and the CS tool, in games that are shipping.