Customer Support Manager

Here at tinyBuild, we have been publishing and developing indie video games for consoles, PC, and mobile platforms for over 10 years. We are known worldwide for our work on titles such as Hello Neighbor, Graveyard Keeper, SpeedRunners, Potion Craft, I Am Future, Kingmakers, and many more.

The company's headquarter is in the USA, but it has branches in Latvia, the Netherlands, Ukraine, and Serbia, and many employees work from home in different parts of the world.

For which tasks (responsibilities)?

• Improve existing and implement new processes and best practices in our budding support department;

• Answer players’ inquiries related to tinyBuild games via a ticket system (Zendesk or other);

• Respond to player inquiries on multiple channels;

• Escalate cases when and where needed;

• Create FAQs;

• Provide/assist with sentiment reports;

• Maintain and expand our help center;

• Build deep knowledge of tinyBuild games;

• Work closely with our QA and development teams.

What kind of professional are we looking for?

• Proficient in English (C2);

• At least two years of experience in customer support;

• Solid time-management and problem-solving skills;

• Proficient with Windows and various consoles, general tech savviness

• Customer support mindset: empathetic, friendly, with a genuine desire to help people.

Would be an advantage:

• Experienced in managing small support teams, ticket QA, and writing SLA;

• Good sense of humor, passionate about gaming;

• Experience with tools such as Zendesk, Jira/Confluence, and task management tools;

• Proficiency in other major languages (such as Russian, Brazilian Portuguese, Chinese, etc.).

Why do we enjoy working here?

• Professional development courses, game dev conferences, and other events;

• Flexible work schedule;

• Possibility to work remotely;

• Unlimited paid vacation and paid sick leave;

• Two weeks of corporate holidays simultaneously for the whole team (one in the summer and one during the Christmas and New Year celebrations). This allows you to have a complete break from your tasks and any communication with your team;

• Corporate hardware.