Vacancy: Head of Support Department
Salary: by agreement
Work Location: Office
City where the office(s) is/are located: Ivanovo
Employee Qualifications: Lead, Head of
Employment: Full-time
Employer: Smart Games Development
Vacancy Description:
We are looking for a Head of Support who will build and lead the work with our game users — both in terms of direct interaction with players, and in terms of managing the team, processes, and service quality. All work is conducted in writing in Russian and English.
Your responsibilities will include:
- Forming, training, and managing the support team, including coordinating outsource agents;
- Setting tasks for employees, monitoring deadlines and quality of request processing;
- Developing and implementing standards, regulations, and scripts for user interaction;
- Building a separate track for working with VIP players and major payers;
- Implementing AI tools in support operations;
- Maintaining and developing the technical support knowledge base and user knowledge base;
- Organizing the testing of game updates before release by the support department;
- Building a reporting and analytics system for user requests (metrics, SLA, satisfaction);
- Selecting and adapting new support employees.
We expect from you:
- At least 2 years of experience managing a support team;
- Fluent English;
- Proficient Russian language;
- Experience with help desk systems: queues, macros, automations, reports;
- Knowledge of casual and mid-core mobile games (match-3, city-builder) and an understanding of F2P monetization;
- Ability to build processes and implement regulations.
Your advantage will be:
- Experience implementing AI tools in support;
- Experience working with the VIP segment or personal account management of major payers;
- Higher technical education;
- Experience managing game communities on social networks (FB, VK) and communicating with players;
- Basic knowledge of testing or experience in testing;
- Extensive gaming experience.
We offer:
- Office-based work format (Ivanovo);
- Flexible start of the workday;
- Positive and supportive team atmosphere;
- Opportunities for professional and career growth.
Contact for applicant response: recruiter contact
