Voodoo is a tech company that creates mobile games and apps. With 7 billion downloads and over 150 million monthly active users, Voodoo is the #3 mobile publisher worldwide in terms of downloads after Google and Meta.
The company is one of the most impressive examples of hypergrowth in the ecosystem, having raised over $1B and backed by Goldman Sachs, Tencent, and GBL.
Voodoo is now a team of over 750 employees worldwide, we’re looking for talented individuals from across the globe to come and entertain the world with us.
Position Overview
As the first Customer Support Manager at our flagship game, you will play a pivotal role in establishing and leading our customer support efforts. Your mission will be to build upon the existing processes, and create an outstanding customer support experience that enhances player satisfaction and retention. You'll work closely with the game development team to develop strategies, processes, and best practices for the support team, ensuring that our players receive efficient, friendly, and effective assistance.
Role
- Develop and implement customer support policies, procedures, and service standards.
- Build and lead the game’s customer support efforts to provide exceptional service to our players.
- Manage hands-on the customer support team's day-to-day operations, mainly around ticket resolution.
- Analyze customer feedback to identify trends and insights, making recommendations for improvements to the game development team.
- Work closely with the development and marketing teams to ensure a cohesive player experience.
- Create and maintain a knowledge base and self-service resources for players.
- Manage and escalate complex or sensitive customer issues as needed.
- Report regularly on customer support metrics, objectives, and initiatives.
Profile
- 3+ years of proven experience in customer support, preferably in the gaming or entertainment industry, or a tech-focused environment.
- Passionate about gaming and understanding of mobile game players' needs.
- Excellent communication and leadership skills, with the ability to motivate and guide a team.
- Experience with customer support software and CRM systems.
- Experience communicating with native English speakers
- Strong problem-solving skills and the ability to think analytically.
