Tangelo Games is a leading developer and publisher of social games with a strongly engaged global community of more than 1.5 million monthly players that enjoy playing our wide portfolio of more than 90 top-ranked titles. But life at Tangelo Games is more than games! It’s about being passionate and always willing to build meaningful relationships. And that’s where you come in.

 As our next Head of Player Support you will be responsible for leading a team of Player Support Specialists to provide great support player experiences as measured by their engagement, churn and Player Satisfaction (NPS).

Your mission

  • Managing the Player Support Specialists team ensuring a positive environment and constantly providing feedback for improvement
  • Ensure that Player Support and Marketing teams are closely aligned 
  • Design and build Player Support strategies, processes and procedures
  • Forecast and track Player behaviour, including the review of KPIs and other player satisfaction metrics
  • Grow and maintain the online community; interact with Players to enhance their engagement and build close relationships with top influencers or VIP Players 
  • Maintain a positive community reputation 
  • Monitor and enforce anti-cheat policies along with Analytics team
  • Provide your team with training material and updated on game content
  • Train teams in new support tools and refine processes
  • Ensure an optimal play alignment according to the monetization objectives
  • Stay up to date on the latest AI tools to automate and optimize CRM and Support processes

Your profile

  • Experience in the gaming industry and/or passionate gamer
  • A thorough understanding of CS operations, tools, and procedures
  • Excellent written and oral communication skills in both Spanish and English. Any additional language will be considered an extra bonus (French, Portuguese, German and Italian)
  • Team management experience as customer support lead, nice to have 

Soft Skills

  • Enthusiastic and dynamic
  • Ability to break down complex topics into common language
  • Ability to lead and inspire your team
  • Availability and proactivity to solve urgent problems at any moment
  • Good listening skills and empathy
  • Player & team focused
  • Analytical mindset
  • Results-oriented

What do we offer?

  • Flexible working hours
  • Remote work possibility
  • Multicultural, friendly and talented team
  • Employee Training Program
  • In-house training and team building events
  • Fully equipped HQ with beer tap, ping pong, boxing set and much more
  • Competitive salary range
  • Permanent contract
  • Employee Referral Program Bonus
  • Free coffee, healthy snacks and fresh fruit