The Customer Support Lead will define and execute the support framework for mobile game publishing, delivering scalable, high-quality experiences tailored to player needs across Southeast Asia and emerging markets. This role oversees FAQ development, CS flow design, omnichannel infrastructure, VIP programs, and regional operations.
Key Responsibilities - Design automated support flows and escalation processes for mobile game operations.
- Develop and maintain FAQs, help center content, and in‑game support libraries to enable player self‑service.
- Implement omnichannel communication strategies across email, live chat, social media, Discord, and in‑game channels.
- Launch and manage VIP support programs and community engagement initiatives.
- Align CS readiness with game launches, updates, and live events in collaboration with publishing and operations teams.
- Monitor player feedback, analyze ticket trends, and provide insi...