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Mobile Game Customer Support Lead

Mobile Game Customer Support Lead

RazerBangsar South
11 days ago
Job description

Job Responsibilities :

We are seeking an experienced Gaming Mobile Operations & Player Support Manager to lead and optimize our global B2B / B2C customer and player support strategy. This role requires a passionate and community-driven leader who can manage high-level escalations, engage with the player community, and continuously enhance support operations. The ideal candidate will have a strong background in mobile gaming, community management, and player engagement, along with exceptional leadership, analytical, and problem-solving skills.

  • Design and implement customer support flows using automation system and escalation processes tailored for mobile game operations.
  • Build and maintain comprehensive FAQ, help center content, and in-game support libraries to enhance player self-service.
  • Establish omnichannel communication strategy across email, live chat, social media, Discord, and in-game channels.
  • Support setup and management of VIP support programs and player engagement initiatives.
  • Coordinate with publishing and operations teams to align CS readiness for game launches, updates, and live events.
  • Monitor player feedback, analyze support ticket trends, and provide insight to improve game UX and operational processes.
  • Evaluate, select, and work with CS tools / platforms (e.g., Zendesk, Helpshift) and manage vendor / outsourced agents as needed.
  • Ensure high-quality and timely player resolution while tracking CS KPIs and SLAs.
  • Develop and maintain support SOPs, onboarding guides, and training materials for internal and external teams.
  • Continuously improve support efficiency and customer satisfaction with a player-first mindset

Pre-Requisites :

  • 3-5 years of experience in mobile gaming or digital entertainment customer support, preferably with publishing or live ops exposure.
  • Strong understanding of mobile game communities, player behaviour, and service expectations across different markets.
  • Experience setting up omnichannel support (email, chat, social, Discord, in-game) and using CS platforms like Zendesk.
  • Proven ability to create and manage FAQ / help content, SOPs, and CS knowledge base.
  • Experience launching and managing VIP or loyalty programs for high-value players.
  • Excellent communication and stakeholder management skills across internal and external teams.
  • Detail-oriented, analytical, and comfortable making decisions based on data and player feedback.
  • Adaptable and comfortable working in a fast-paced, dynamic mobile game publishing environment.
  • Self-starter with strong ownership, problem-solving, and prioritization skills.
  • Fluency in English; additional SEA language proficiency is a plus.
  • This role is based in Singapore.

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