Customer Support Manager

For which tasks (responsibilities)?

• Improve existing and implement new processes and best practices in our budding support department;

• Answer players’ inquiries related to tinyBuild games via a ticket system (Zendesk or other);

• Respond to player inquiries on multiple channels;

• Escalate cases when and where needed;

• Create FAQs;

• Provide/assist with sentiment reports;

• Maintain and expand our help center;

• Build deep knowledge of tinyBuild games;

• Work closely with our QA and development teams.

What kind of professional are we looking for?

• Proficient in English (C2);

• At least two years of experience in customer support;

• Solid time-management and problem-solving skills;

• Proficient with Windows and various consoles, general tech savviness

• Customer support mindset: empathetic, friendly, with a genuine desire to help people.

Would be an advantage:

• Experienced in managing small support teams, ticket QA, and writing SLA;

• Good sense of humor, passionate about gaming;

• Experience with tools such as Zendesk, Jira/Confluence, and task management tools;

• Proficiency in other major languages (such as Russian, Brazilian Portuguese, Chinese, etc.).

Why do we enjoy working here?

• Professional development courses, game dev conferences, and other events;

• Flexible work schedule;

• Possibility to work remotely;

• Unlimited paid vacation and paid sick leave;

• Two weeks of corporate holidays simultaneously for the whole team (one in the summer and one during the Christmas and New Year celebrations). This allows you to have a complete break from your tasks and any communication with your team;

• Corporate hardware.