Fully Remote (EU or APAC) Head of Customer Support (GAMING)

Our client is seeking a Senior Customer Support Specialist to lead their CS team and oversee both B2C inquiries and B2B publisher onboarding. Reporting to the COO, you’ll work closely with the Product team and UA Director to drive customer support excellence.

If you're ready to lead, improve processes, and provide outstanding support, this role is for you.

Key Responsibilities:

• Manage CS Operations: Oversee Intercom and agency ticket management (O&O and SDK), handle external publisher support requests, and ensure SLA targets are met.
• B2B Partner Support: Be the main point of contact for B2B partners' support needs, offering tailored solutions and maintaining strong relationships.
• Lead the CS Team: Mentor and onboard team members, set KPIs, and foster a collaborative environment to achieve company goals.
• Drive Continuous Improvement: Enhance customer support services and implement strategies that align with business objectives.

• Must have experience in customer support for gaming.
• experience with management
• Experience with Intercom
• Proficient in SQL
• Strong problem-solving and communication skills
• Proven track record in managing a CS team
• Experience with B2C applications, ideally in gaming or rewarded platforms