Head Of Support

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 for the 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)ResponsibilitiesManage and scale a 24/7 Technical Support team providing Tier 1 and Tier 2 Customer SupportHire, train, and develop new team members, instill motivation and passion for delivering a unique player experienceDefine, measure, and continuously improve operational and customer satisfaction key support metricsLead and implement best practices for efficient and high quality Customer SupportWork closely with the General Manager as well as all other departments within the studio to prioritize support needs and present the voice of the playerFollow ticket trends and identify issues, influence the product roadmap by identifying and sharing insights based on data-driven analysis of player feedbackDesign, develop and implement tools and procedures pertinent to the effective and efficient operation of the Customer Support teamBecome familiar with all new features and changes and ensure the Support team is kept up to date and is involved in all concept reviewsRequirements3+ years of experience managing a Customer Support team, leading processes and working effectively with cross-functional stakeholders5+ years of experience working in a Customer Support roleExcellent written and verbal communication skills, including communicating technical concepts clearly and effectively.Out of the box thinking, willingness to be hands onFluent in English and Hebrew#LI-Hybrid