Player Support Team Leader (Remote)

It’s a really exciting time to be at Space Ape Games. We’ve created a fast-paced environment that promotes genuine autonomy and we have projects at all stages of the development cycle. We launched our hit music game, Beatstar, in 2021 and we’re following its success with Countrystar less than two years later. We also officially launched our first puzzle game in July, Chrome Valley Customs, and we’re preparing to scale this game to global success. On top of all this, we’re running several mature live games and working on some exciting new projects behind the scenes!

In all of this, our players are at the heart of what we do, and giving them outstanding support is a big part of it. That is why we are looking for a skilled Player Support Team Leader to manage our dedicated support team.

Do you have a strong background in customer support, know instinctively what good communication looks like, and have lead teams before in a supervisor or similar leadership role? Are you looking to step up your game and becoming responsible for a number of diverse games, in an environment that allows you a ton of freedom to shape things the way you think is best? Then you might be in the right spot!

This role requires a blend of operational experience, strategic insight, and leadership skills matching the style of our company which is collaborative, unbureaucratic and down to earth.

You will report to our Player Support Manager and will work closely with them and our development teams to not only get the work done but challenge the way we do things in order to improve. We seek someone who thrives on change and wants to see an impact from their work.

This is a remote position. Our main office is located in the United Kingdom and we are looking for someone who can work most of our core business hours, which creates certain limitations around timezones.

Responsibilities

• Oversee the day-to-day operations of the player support team
• Actively influence and shape the way we do support for millions of mobile players, from tech innovation all the way to communication styles
• Lead, coach and grow the individuals in your team
• Monitor team performance and report on key metrics
• Be an integral part of the recruitment process for new team members
• Become an expert in our games and their support policies
• Resolve high stakes escalations with efficiency and a player-centric approach

Requirements

• Proven work experience as a team leader or supervisor in a customer support or service environment

• Experience in coaching and mentoring team members, enhancing their skills and performance
• In-depth knowledge of performance metrics and the ability to analyse and interpret data to drive team improvement
• Ability to think strategically in terms of culture and behaviour, business processes and technology and tools
• Familiarity with Google Suite and Zendesk or similar customer support software
• Excellent communication and leadership skills, capable of motivating and leading a diverse remote team
• Strong organisational and time-management skills, with the ability to prioritise tasks effectively
• Demonstrated decision-making skills, with the ability to resolve issues swiftly and effectively
• Native or near native English language skills
• Positive, solution-driven attitude

Nice to Have

• Gaming industry background

Benefits

• Be a part of one of several small empowered teams who inspire and challenge one another in the pursuit of our mission

• Autonomy to make your own impact with the support to help it happen
• An award winning studio that has been crowned one of the best places to work, for the last 6 years in a row!
• Help run and create games which bring joy to millions of players all over the world
• 5* Glassdoor rating - Check out our reviews
• Entered a long-term strategic partnership with Supercell in 2017