Lead Customer Support

Lead Customer Support
Viseu
Viseu, Viseu District, Portugal

We are seeking a passionate,
- focused Lead Customer Supportto lead our CS team.

As a gaming company for kids, it’s essential that our communication is warm, clear, and empathetic. We are looking for someone who can speak at kids’ level, understand their needs, and deliver a truly supportive experience.

While technical abilities are important, service orientation and people skills are the heart of this role, and we welcome candidates coming from a Customer Success background who bring strong
- building skills and player empathy.

Responsibility

• Act as a
  - on CS lead by personally handling tickets, and staying close to player feedback.
• Lead, mentor, and manage the Customer Support team, including hiring, training, ongoing development, and performance reviews.
• Oversee daily support operations, ensuring timely,
  - quality responses across all channels (Email, App Stores, Social Media, and more).
• Set service standards and ensure the team delivers friendly, patient,
  - appropriate communication at all times.
• Monitor team performance and KPIs while maintaining a high level of customer satisfaction.
• Handle escalated or complex cases and support the team in
  - making.
• Identify, analyze, and report trends of recurring issues and complaints to Product and R&D teams.
• Develop workflows, guidelines, and processes to ensure efficient support operations as the team grows.
• Collaborate closely with Product, QA, and Marketing to represent the voice of our players.

Requirements

• 3+ years of experience in customer support/ Customer Success with at least 1 year in a leadership/managerial role, preferably in a global company.
• Native/mother-tongue level of English (written and spoken) – required.
• Experience working in
  - oriented product companies – an advantage.
• Exceptional interpersonal and communication skills, with the ability to simplify complex topics for a young audience.
• Experience working with Zendesk
• Ability to work occasionally during evening hours and weekends when needed.
• Strong service
  - warm, patient, and
  - first approach.
• Experience managing distributed or remote teams – an advantage.
• Proactive, independent, and
  - on mindset
• Ability to work in a
  - paced, dynamic environment.
• Experience in the mobile gaming world – advantage.