Head Of Support

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the world - and soon the moon! The company is headquartered in the heart of Tel Aviv.

As a Support Manager, you will be responsible forthe Support team’s 3 main realms - Product Knowledge (collaborations with all other non-technical teams), Tier 2 (technical investigations and collaborations with all technical teams) and Operations (staffing, scheduling, SLAs, etc)

Responsibilities

• Manage and scale a 24/7 Technical Support team providing Tier 1 and Tier 2 Customer Support
• Hire, train, and develop new team members, instill motivation and passion for delivering a unique player experience
• Define, measure, and continuously improve operational and customer satisfaction key support metrics
• Lead and implement best practices for efficient and high quality Customer Support
• Work closely with the General Manager as well as all other departments within the studio to prioritize support needs and present the voice of the player
• Follow ticket trends and identify issues, influence the product roadmap by identifying and sharing insights based on data-driven analysis of player feedback
• Design, develop and implement tools and procedures pertinent to the effective and efficient operation of the Customer Support team
• Become familiar with all new features and changes and ensure the Support team is kept up to date and is involved in all concept reviews
  
  

• 3+ years of experience managing a Customer Support team, leading processes and working effectively with cross-functional stakeholders
• 5+ years of experience working in a Customer Support role
• Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively.
• Out of the box thinking, willingness to be hands on
• Fluent in English and Hebrew