Lead, Mobile Game Customer Support & Ops

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

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.