Support Manager (Remote)

What are you working on? Genres: Puzzle Platforms: iOS, Android For which tasks (responsibilities)? Gather player feedback, identify issues, suggestions, and relay them to the review team for consideration
Monitor statistics on app stores to track ratings, reviews, and overall game reputation
Respond to user inquiries and feedback in both app stores (through review responses) and through the customer service platform (e.g., Zendesk)
Maintain active communication with the player community, addressing their queries, concerns, and suggestions, and providing information about upcoming updates and in-game events
Systematically collect and analyze player feedback data to identify recurring issues and trends, as well as suggestions for support process improvements
Create and maintain a knowledge base to promptly address common questions and issues
What kind of professional are we looking for? Experience in customer support or community management in the gaming industry
Familiarity with mobile gaming platforms and their communities
Ability to empathize with players and understand their perspectives
Strong problem-solving skills and ability to prioritize tasks effectively
Proficiency in using customer service platforms such as Zendesk or similar tools
Analytical mindset to interpret player feedback data and derive actionable insights
Flexibility to work part-time hours and adapt to changing priorities in a fast-paced environment
Russian language and excellent written communication skills in English
What are the conditions and bonuses? For your success we offer: 18 business days of compensated day-offs
8paid Personal Days a year + 1 day is added every year
Flexible Public Holidays policy
Individual budget for training and growth
??? 100% Sick Leave compensation
Payment for wear and tear on equipment while using a personal computer
Remote work