Customer Support Manager – Social Casino Games

Customer Support Manager – Social Casino Games

Location: Hybrid/ Kochi
Department: Customer Support
Reports To: Head of Product

We are looking for a Customer Support Manager to manage player support operations for our games. The ideal candidate will manage a small team handling player query across in-app support tools such as Helpshift and through other channels like emails, direct communication, etc. ensuring fast, empathetic, and high-quality resolutions that enhance player satisfaction and retention.
This role sits at the intersection of player experience, live operations, and product, and requires a strong understanding of player support, play patterns, and monetization-related support flows.

Key Responsibilities:

  • Customer Support
    • Manage a team of customer support executives, handling player queries via Helpshift and related support mediums.
    • Define and monitor tickets throughout the day and ensure that the resolution and communication with the player is on time.
    • Create shift plans/ rosters and workflows to support 7 day-a-week operations, including weekends and peak events.
    • Coordinate and raise flags as and when required, to product teams and take their input on customer queries.
    • Ensure empathetic and player-first communication, especially for high-value and regular users.
    • Handle escalations and VIP player issues with high professionalism.
  • Tools, Process & Automation
    •  Own configuration and optimization of Helpshift workflows, including:
      • FAQs & knowledge base
      •  Chatbot flows & automation
      •  Ticket tags, and categorization
    • Continuously improve support processes to increase efficiency without sacrificing quality.
  • Reporting & Insights
    • Ability to identify recurring issues, fraud patterns, exploits, and churn drivers, and routinely communicate with product teams when any pattern is frequent
    • Share player insights / feedback with Product, Live Ops, QA and relevant teams
  • Social media pages /Store comments/ Chargebacks
    • Ensure that all the social media pages for our titles are routinely screened and the player comments have been addressed.
    • Ensure that the play store and app store’s player feedback are replied and product team’s input is taken into account
    • Work on chargebacks raised by players as and when required.

Required Qualifications:

  • 5+ years of experience in Customer Support / Player Support, with 2+ years in managerial role.
  • Prior experience in gaming, social casino, or F2P mobile apps (strongly preferred).
  • Hands-on experience with Helpshift or similar tools (Zendesk, Freshdesk, Intercom).
  • Proven ability to manage high-volume, fast-paced support operations.
  • Excellent written and verbal communication skills in English (exposure to generative AI for enhancing communication is preferred).

How to Apply:

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