Customer Support Manager – Social Casino Games

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 SupportManage 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 categorizationContinuously improve support processes to increase efficiency without sacrificing quality.Reporting & InsightsAbility to identify recurring issues, fraud patterns, exploits, and churn drivers, and routinely communicate with product teams when any pattern is frequentShare player insights / feedback with Product, Live Ops, QA and relevant teamsSocial media pages /Store comments/ ChargebacksEnsure 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 accountWork 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).

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