Senior Customer Support Lead

Description

Scopely is looking for a Senior Support Operations Lead to join our unannounced project and work remotely from the US or Europe.

At Scopely, we care deeply about what we do and want to inspire play every day - whether in our work environments alongside our talented colleagues or through our deep connections with our communities of players.

We are a distributed team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

The Customer Service team leads all customer support aspects for our entire portfolio of acclaimed mobile games. The teams are based in Europe and the US and deeply understand customer service operations and embody outstanding service.

What You Will Do

We are in the development stages of one of our new unannounced projects. We seek passionate game makers to collaborate, get in early, and make their mark on this exciting venture!The ideal candidate should have a strong background in customer support, gaming, and team management.

As the Support Operations Lead, you will develop a team that provides exceptional, fan-first service to all players.

• Strategic Leadership : Handle the customer support operation for the game, driving long-term strategies that improve player satisfaction, efficiency, and team productivity.
• Manage Daily Operations : Supervise and optimize daily operations, ensuring the team delivers exceptional player support while meeting key performance metrics such as CSAT, time to resolution, and first contact resolution.
• Vendor and Supervisor Management : Manage vendor and supervise team leads, ensuring alignment with Scopely standards and objectives.
• Process Creation and Updates : Collaborate with the Central team to create, update, and refine support processes, including quick replies, FAQs, and Bots.
• Advanced important metrics and Analysis and Reporting : Lead the analysis of sophisticated critical metrics, delivering strategic insights to executive teams.

Identify trends, root causes, and opportunities for improvement at both an operational and strategic level.

• Strategic Collaboration : Work closely with the Central and Product team to define and align support strategies with the broader game objectives.
• Player Feedback Integration : Use player feedback and inquiries to work with the Product team on game strategy and improvements, enhancing overall player experience.
• Game Expertise : Be the game expert, fully understanding the game’s mechanics, functionalities, and player experience to provide informed and effective support.
• Cross-Departmental Collaboration : Collaborate with other departments to efficiently address and resolve raise issues, ensuring seamless communication and problem-solving.
• Continuous Improvement : Drive continuous improvement initiatives within the support team to elevate the player experience and operational efficiency.

What We’re Looking For

• Affinity for sports entertainment preferred. A fan-first mentality. A genuine passion for this craft.
• A relationship builder. A true understanding of how to humanize a customer support experience.
• 4+ years in customer support, ideally with 2+ years of experience leading customer support agents, preferably within the gaming industry or a related field.
• Expertise in Helpshift or similar customer support platforms, with the ability to drive process automation and optimize support workflows.
• Demonstrated success in improving operational performance by analyzing important data, and implementing successful solutions across various teams and departments.
• Validated ability to work cross-functionally, especially with Central teams, Product teams, and external vendors.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly to diverse audiences.
• Experience in shaping support strategies that align with product goals and improve player satisfaction.
• Adept at resolving advanced issues efficiently while maintaining high-quality support standards.
• Strong leadership and team management skills, with the ability to inspire and mentor teams at various levels.
4 days ago