Position: Customer Services Team Lead
Company: SuperPlay
Category: Support
Experience required: 2y
English level: upper

**Meet SuperPlay ⚡️**

Founded in 2019 by gaming industry veterans from Playtika, Rovio, PlayStudios, and the film industry, we set out to create a billion-dollar company that delivers world-class, delightful games and has fun making them.

We gathered a core team and soft-launched our first title, Dice Dreams, within 6 months. Since then, the team has grown to include dozens of super-talented, dedicated, and driven individuals.

**Dice Dreams** has become a global hit, and our plans for the future make us even more excited.

**What you will do?**
- systematically improve all performance metrics of the team, including those related to productivity, efficiency, resolution times, and customer satisfaction;
- develop the team’s technical and soft skills, focusing on product knowledge, customer service, and a deep understanding of our game;
- work closely with R&D, Product, Monetization Managers, and other stakeholders to continually improve the customer support experience;
- take part in the prioritization of technical issues/bugs and product suggestions intended to address the most critical issues affecting our customer experience;
- lead a global and growing team of support agents providing support to our players all over the world;
- own the department roadmap, milestones & KPIs; 
- handle customer escalations, complex, and ongoing problem situations.

**Who are you?**

We are looking for an experienced customer support manager / VIP team lead from the gaming industry to join us.

- 2+ years experience in managing teams (Support/Client/Professional Services or equivalent) - For a gaming company - A must;
- experience with building CS teams, infrastructure, processes, metrics, and KPIs;
- excellent communication skills in English (written and spoken) - A must;
- Zendesk; 
- experience with systems characterization and implementations;
- team player– Ability to work as part of the company-wide department; 
- great communications skills, leadership, and managerial skills; 
- a natural educator whose willingness to teach is reflected in responses in information, and overall support provided to our customers. 

**Benefits for our SuperPlayers:**
- office in the cultural heart of Kyiv, 5 minutes from the Golden Gate or Univetsytet metro stations;
- hybrid format;
- flexible working hours;
- health insurance, sports compensation, compensation for focal courses;
- competitive salary, based on your expectation;
- paid vacation of 20 working days and sick leaves;
- the opportunity to work in a fast-growing product company directly with the main product;
- happy hours every two weeks;
- amazing corporate parties and awesome team buildings;
- great opportunities for career and professional growth.

**Apply now and enjoy our creative journey⚡**