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Support Lead

Office: All geos
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While creating successful mobile games at ZiMAD, we’re doing our best to help our players always find the answers to their questions and feel our care and support. Our games have already been downloaded over 200M times by users around the globe. Now, we’re expanding our team and looking for a responsible, communicative Support Lead, who loves people, to build processes in the Support team.

The future member of our team will have to create an efficient user support system, adjust the existing tools to reach better performance, and integrate new ones to help users find the answer to any question at any stage of their interaction with a game.

Responsibilities:

  • Work with Helpshift, ZenDesk, Appfollow, and other tools
  • Understand and build efficient processes within the Support team
  • Introduce an effective KPI system, mentor, and train employees
  • Build processes with related departments and product teams
  • Work with the knowledge base (create and moderate)
  • Hold weekly one-on-one meetings with the team, plan their workload, perform FTE forecasting and performance reviews
  • Work with stores and integrations (AppStore, Google Play Market, Microsoft Store, Amazon Store)

Requirements:

  • Upper Intermediate+ level of English, great writing skills
  • Sociability and the desire to work in a team: you’ll have to communicate with QA engineers, game designers, developers, and community and PR specialists
  • Passion for video and mobile games and being up-to-date with the industry trends: you should know popular games and their game mechanics (this is a must!)
  • Experience with ticket systems and tools
  • Experience in writing workflows, policies, and articles
  • Experience in communication with external partners
  • Experience in ticket system administration (Zendesk, Helpshift)

Work conditions: 

  • Formal employment 
  • Flexible working hours 
  • Work in the office or remotely
  • Сompensation for English language courses 
  • Health insurance including dental care 
  • Compensation for trainings 
  • And, of course, tea, coffee, and cookies in the office 
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