Global Head of Player Support & Trust

Pulse Games; Seattle (WA); On-site; USD 80,000 - 120,000; Full time

Job summary

A mobile game development company is looking for a Head of Customer Support based in the United States. This role is vital for leading player support operations and ensuring a seamless gaming experience. The ideal candidate has over 7 years of experience in customer support within the mobile game industry, including at least 3 years in a leadership position. They will build support strategies, oversee sensitive cases, and enhance operational efficiency.

Qualifications

• 7+ years in customer support/customer experience.
• 3+ years in a leadership role.
• Proven experience in scaling support operations.

Responsibilities

• Build and scale a world-class customer support organization.
• Define and execute a support strategy across all player touchpoints.
• Implement tools, automation, and processes for efficiency.

Skills

Customer support experience in mobile game industry

Leadership

Analytical mindset

Communication

Collaboration

Tools

Support tools

Job description

About Pulse Games

We create mobile games that are fun, visually engaging, and built around exciting challenges. Our games bring fast-paced, strategy-driven gameplay that keeps players engaged. Everything we create starts with our team, collaborating, learning, and pushing each other to do better every day.

We are looking for a Head of Customer Support to join our team. You’ll be responsible for building and leading our global player support operations, ensuring that our players enjoy a seamless, reliable, and trustworthy experience in our games. This position is central to shaping our customer support strategy, structure, and culture from resolving player issues to ensuring trust and safety.

What You'll Do

• Build and scale a world-class customer support organization
• Define and execute support strategy across all player touchpoints, ensuring consistency and quality
• Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
• Track and optimize KPIs to drive continuous improvement
• Oversee sensitive cases such as payments, fraud, and responsible gaming, ensuring compliance with regulatory standards
• Collaborate closely with product team to deliver safe and engaging player experiences
• Represent the player’s voice and make sure their perspective informs both product and operational decisions

What We're Looking For

• 7+ years in customer support / customer experience in mobile game industry, including at least 3 years in a leadership role
• Proven experience in scaling support operations in mobile games
• Deep familiarity with support tools
• Strong analytical mindset; comfortable using data to make decisions and drive improvements
• Excellent leadership and people management skills
• Strong communication and collaboration skills across departments
• Must be based in the United States

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