Customer Support Manager
Remote · Paris, Île-de-France, France
Job Summary
As the first fully dedicated Customer Support Manager for our studio, you will establish and lead the customer support function for gaming, with a focus on AI-enabled processes. Responsibilities include developing and implementing policies, hands-on day-to-day ticket resolution, analyzing customer feedback to drive improvements for game development, collaborating with QA, data, community, and game teams to ensure a cohesive player experience, creating and maintaining knowledge bases and self-service resources, managing complex issues, and regularly reporting on metrics and initiatives. The role requires 3+ years in customer support (preferably in gaming/tech), a passion for mobile gaming, strong leadership and communication skills, experience with CRM systems (Zendesk a strong plus), English-speaking customer support, and proficiency in integrating AI tools to improve efficiency and quality.
Required Qualifications
- 3+ years of proven experience in customer support
- Experience in gaming or entertainment industry or tech-focused environment (preferred)
- Excellent communication and leadership skills
- Experience with customer support software and CRM systems; Zendesk is a strong plus
- Experience in customer support with native English-speaking customers
- Strong problem-solving and analytical thinking
- Comfortable using and integrating AI tools into workflows
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