Customer Support Manager – Social Casino Games

We are looking for a Customer Support Manager to manage player support operations for our games. The ideal candidate will manage a small team handling player query across in-app support tools such as Helpshift and through other channels like emails, direct communication, etc. ensuring fast, empathetic, and high-quality resolutions that enhance player satisfaction and retention.

This role sits at the intersection of player experience, live operations, and product, and requires a strong understanding of player support, play patterns, and monetization-related support flows.

Key Responsibilities:

- Customer Support
- Manage a team of customer support executives, handling player queries via Helpshift and related support mediums.
- Define and monitor tickets throughout the day and ensure that the resolution and communication with the player is on time.
- Create shift plans/ rosters and workflows to support 7 day-a-week operations, including weekends and peak events.
- Coordinate and raise flags as and when required, to product teams and take their input on customer queries.
- Ensure empathetic and player-first communication, especially for high-value and regular users.
- Handle escalations and VIP player issues with high professionalism.
- Tools, Process & Automation
-  Own configuration and optimization of Helpshift workflows, including:
- FAQs & knowledge base
-  Chatbot flows & automation
-  Ticket tags, and categorization
- Continuously improve support processes to increase efficiency without sacrificing quality.
- Reporting & Insights
- Ability to identify recurring issues, fraud patterns, exploits, and churn drivers, and routinely communicate with product teams when any pattern is frequent
- Share player insights / feedback with Product, Live Ops, QA and relevant teams
- Social media pages /Store comments/ Chargebacks
- Ensure that all the social media pages for our titles are routinely screened and the player comments have been addressed.
- Ensure that the play store and app store’s player feedback are replied and product team’s input is taken into account
- Work on chargebacks raised by players as and when required.

Required Qualifications:

- 5+ years of experience in Customer Support / Player Support, with 2+ years in managerial role.
- Prior experience in gaming, social casino, or F2P mobile apps (strongly preferred).
- Hands-on experience with Helpshift or similar tools (Zendesk, Freshdesk, Intercom).
- Proven ability to manage high-volume, fast-paced support operations.
- Excellent written and verbal communication skills in English (exposure to generative AI for enhancing communication is preferred).