Lead Customer Support

We are seeking a passionate, customer-focused Lead Customer Support to lead our CS team.

As a gaming company for kids, it’s essential that our communication is warm, clear, and empathetic. We are looking for someone who can speak at kids’ level, understand their needs, and deliver a truly supportive experience.

While technical abilities are important, service orientation and people skills are the heart of this role, and we welcome candidates coming from a Customer Success background who bring strong relationship-building skills and player empathy.

Responsibilities:

• Act as a hands-on CS lead by personally handling tickets, and staying close to player feedback.
• Lead, mentor, and manage the Customer Support team, including hiring, training, ongoing development, and performance reviews.
• Oversee daily support operations, ensuring timely, high-quality responses across all channels (Email, App Stores, Social Media, and more).
• Set service standards and ensure the team delivers friendly, patient, kid-appropriate communication at all times.
• Monitor team performance and KPIs while maintaining a high level of customer satisfaction.
• Handle escalated or complex cases and support the team in decision-making.
• Identify, analyze, and report trends of recurring issues and complaints to Product and R&D teams.
• Develop workflows, guidelines, and processes to ensure efficient support operations as the team grows.
• Collaborate closely with Product, QA, and Marketing to represent the voice of our players.
  
  

• 3+ years of experience in customer support/ Customer Success with at least 1 year in a leadership/managerial role, preferably in a global company.
• Native/mother-tongue level of English (written and spoken) – required.
• Experience working in kids-oriented product companies – an advantage.
• Exceptional interpersonal and communication skills, with the ability to simplify complex topics for a young audience.
• Experience working with Zendesk
• Ability to work occasionally during evening hours and weekends when needed.
• Strong service orientation- warm, patient, and people-first approach.
• Experience managing distributed or remote teams – an advantage.
• Proactive, independent, and hands-on mindset
• Ability to work in a fast-paced, dynamic environment.
• Experience in the mobile gaming world – advantage.
• Portuguese or Spanish – advantage.
• A team player