Head of Support Service

Head of Support Service at Smart Games Development in Ivanovo. Full-time, office-based. Lead player support team, implement AI tools, manage VIP players.

We are looking for a head of support service who will build and lead work with users of our games — both in direct interaction with players and in managing the team, processes, and service quality. All work is conducted in writing in Russian and English. Responsibilities: - Formation, training, and management of the support team, including coordination of outsourced agents; - Setting tasks for employees, monitoring deadlines and quality of handling requests; - Development and implementation of standards, regulations, and scripts for working with users; - Building a separate track for VIP players and large payers; - Implementation of AI tools in support; - Maintaining and developing the technical support knowledge base and user knowledge base; - Organizing verification of game updates before release by the support team; - Building a reporting and analytics system for user requests (metrics, SLA, satisfaction); - Recruitment and adaptation of new support staff.

- Experience leading a support team from 2 years; - Fluent English; - Proficient Russian; - Experience with helpdesk systems: queues, macros, automations, reports; - Knowledge of casual and midcore mobile games (match-3, city-builder) and understanding of F2P monetization; - Ability to build processes and implement regulations. Advantage: - Experience implementing AI tools in support; - Experience with VIP segment or personal support of large payers; - Higher technical education; - Experience managing gaming communities on social networks (FB, VK) and communicating with players; - Knowledge of testing basics or testing experience; - Extensive gaming experience.

- Office work format (Ivanovo); - Flexible start of the working day; - Positive and supportive team atmosphere; - Opportunities for professional and career growth.