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Pulse Games · 3 months ago

Head of Customer Support

Atlanta, GA

Full-time

Hybrid

Director/Executive

7+ years exp

Pulse Games is a mobile game development company focused on creating engaging and challenging skill-based games. They are seeking a Head of Customer Support to build and lead their global player support operations, ensuring a seamless and trustworthy experience for players while shaping the customer support strategy and culture.

Computer Games

No H1B

U.S. Citizen Only

Responsibilities

Build and scale a world-class customer support organization

Define and execute support strategy across all player touchpoints, ensuring consistency and quality

Implement tools, automation, and processes to improve efficiency, scalability, and self-service options

Track and optimize KPIs to drive continuous improvement

Oversee sensitive cases such as payments, fraud, and responsible gaming, ensuring compliance with regulatory standards

Collaborate closely with product team to deliver safe and engaging player experiences

Represent the player's voice and make sure their perspective informs both product and operational decisions

Qualification

Customer support strategyScaling support operationsSupport tools familiarityAnalytical mindsetLeadership skillsCommunication skillsCollaboration skills