Assistant Manager-Customer Support

Job description

We’re looking for an Assistant Manager - Customer Support to lead end-to-end ticket workflows and elevate the player experience. If you thrive in high-ownership roles and come from product-first startups or gaming companies, this is for you.

Responsibility

• Own the full customer support ticket workflow using Freshdesk.
• Manage, prioritize, and respond to tickets while escalating critical issues as necessary.
• Create and maintain help documentation, FAQs, and support copy aligned with brand voice.
• Coordinate with external support teams to maintain quality and consistency.
• Generate and present reports on customer satisfaction, response times, and issue trends.
• Analyze support trends and work cross-functionally with QA, product, and development teams.
• Continuously optimize support operations to boost efficiency and player satisfaction.
• Proactively enhance customer experience beyond reactive issue resolution.

Requirement

• 3–5 years of experience in customer support roles at B2C startups or product companies (non-service/call center).
• Proficiency with Freshdesk or similar customer support platforms.
• Experience managing or closely coordinating with outsourced or remote support teams.
• Ability to define, track, and improve support KPIs and customer experience metrics.
• Excellent communication skills—both written and verbal.
• Demonstrated ownership of support workflows and problem resolution processes.
• Strong interest or prior exposure to the Real Money Gaming (RMG) domain is a plus.