Customer Support Manager

 Responsibilities:

  • Answering customer support tickets and general enquiries using web-based support platform (Helpshift – training will be provided).

  • Using web-based backend to support customers with password reset and in-game currency.

  • Maintaining Helpshift (e.g. keeping FAQ’s & automations up to date) to increase response time and better support customers.

  • Replying to user App Store reviews and enquiries on social media.

  • Working with the rest of the team to communicate new issues and figure out solutions to problems that arise.

  • Keeping track of prominent issues.

  • Working with QA to play and test our narrative games.

  • Training and supporting remote and seasonal customer support agents.

No experience in customer support is required, but the ability to touch type and great communication skills are essential. An understanding of narrative mobile games is preferred.