Customer Support Lead: Mobile Games

We’re looking for a Customer Support Lead to elevate the player support experience for All in Hole, our live casual mobile game. You’ll manage support operations, guide outsourced teams, escalate live issues efficiently, and deliver insights that improve player satisfaction and game quality.

What You’ll Do

• Own the full support process—from player ticket to developer escalation.

• Lead outsourced agents, ensuring quality and consistency.

• Analyze support data and trends to produce actionable reports.

• Collaborate with QA, Product, and Dev to resolve player pain points.

• Improve workflows, macros, and tooling to boost efficiency.

• Drive proactive initiatives that reduce friction and enhance support.

What You Bring

• 3–5 years in mobile game support (F2P, casual/hybrid-casual).

• Proficiency with tools like Helpshift, Zendesk, or Freshdesk.

• Strong issue triage, escalation, and reporting skills.

• Experience working with cross-functional teams.

• Clear, empathetic communication and player-first thinking.

• Bonus: Experience with AI automation, multilingual support, or leading vendor teams.

Success Looks Like

• Faster escalation and resolution of player issues

• Rising CSAT and reduced repeat tickets

• Stronger alignment across Support, QA, Product, and Dev

• Well-run outsourced support with high-quality results

• Actionable insights that influence product and live ops

Be the voice of our players and help shape the future of All in Hole. Apply now to make an impact where it matters most.

While success is its own reward, here are some of the benefits that come with working at Homa:

• We offer essential benefits in France and specific locations, including health insurance, meal vouchers, public transport subsidies, childcare benefits, and life insurance
• If you're interested in working from our newly renovated Paris HQ with a rooftop garden and WeWork amenities, we have a desk waiting for you
• You will be working in English with our international team of top-tier talents from 35+ countries
• You will be able to attend diverse team events and Workations (the famous company-wide Homa trip)
• You will have bi-annual reviews with your manager to reflect on your performance, celebrate wins, and receive constructive feedback