Remote Customer Support Lead: Mobile Games

Description:

• We’re looking for a Customer Support Lead to elevate the player support experience for All in Hole, our live casual mobile game.
• You will manage support operations, guide outsourced teams, escalate live issues efficiently, and deliver insights that improve player satisfaction and game quality.
• You will own the full support process—from player ticket to developer escalation.
• You will lead outsourced agents, ensuring quality and consistency.
• You will analyze support data and trends to produce actionable reports.
• You will collaborate with QA, Product, and Dev to resolve player pain points.
• You will improve workflows, macros, and tooling to boost efficiency.
• You will drive proactive initiatives that reduce friction and enhance support.

Requirements:

• You should have 3–5 years in mobile game support (F2P, casual/hybrid-casual).
• You must be proficient with tools like Helpshift, Zendesk, or Freshdesk.
• You need strong issue triage, escalation, and reporting skills.
• You should have experience working with cross-functional teams.
• You must possess clear, empathetic communication and player-first thinking.
• Bonus: Experience with AI automation, multilingual support, or leading vendor teams is a plus.

Benefits:

• 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.