Sr. Customer Support Manager (Contract)

Tripledot Studios•Dallas, TX

27d

About The Position

Tripledot is one of the largest independent mobile games companies in the world. We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios. Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users. Tripledot's guiding principle is that when people love what they do, what they do will be loved by others. We're building a company we're proud of. One filled with driven, incredibly smart and detail-orientated people, who LOVE making games. Our ambition is to be the most successful games company in the world, and we're just getting started. The role is working within our studio: Peoplefun PeopleFun is an award-winning Dallas-based game studio founded and led by game industry veterans, where game developers thrive on collaboration, creativity, teamwork, and fun. We believe in bringing People together through Fun by creating the best in class social features and communities in our games that enables our players to engage deeply with other players. We build teams that foster healthy collaboration, incredible productivity, and life-long professional relationships. The Senior Customer Support Manager will lead the strategy, operations, and continuous improvement of our player support function. You'll ensure our players receive an exceptional support experience, whether through direct interactions, automation, or proactive communication. You'll partner closely with Production, QA, and Community teams to represent the player voice, drive CS excellence, and evolve our support tools and processes to scale with our growing portfolio of games.

Requirements

7+ years in Customer Support or Player Support, with 2+ years in a leadership role.
Proven experience managing teams in gaming, mobile apps, or digital products.
Deep understanding of support tools and automation (Helpshift, Zendesk, Freshdesk, etc.).
Strong analytical skills, comfortable building and interpreting CS reports.
Excellent written and verbal communication skills, comfortable presenting reports to stakeholders, and advocating for players.
Demonstrated ability to drive change and cross-functional alignment.
Passion for games, player satisfaction, quality, and community engagement.

Nice To Haves

Background in QA, user experience, player relations, or community management.
Familiarity with AI-driven support tools and chatbot design.
Knowledge of mobile gaming analytics and player lifecycle metrics.
SQL basic knowledge, familiarity with BigQuery, and Tableau

Responsibilities

Leadership & Strategy: Define and execute the customer support vision, aligning with Community and studio goals. Establish performance standards (CSAT, FTHR, response/resolution times, sentiment, quality).
Operations & Prioritization: Manage daily Wordscapes Support operations, including task delegation, prioritization, and performance tracking. Monitor ticket queue and adjust agent resources as needed to maintain efficiency without sacrificing support quality.
Tagging & Analytics: Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends.
Issue Analysis & Investigation: Identify trends in player issues and actively participate in investigations to accelerate reproduction and resolution.
Knowledge Base & Automation: Keep FAQs updated in line with game developments and identify opportunities to create bot automations, improving the automation-to-agent ratio.
Player Policies: Develop and maintain player policies, including loyalty, VIP, escalation, compensation, and other operational guidelines to ensure consistency and fairness.
Cross-Team Communication: Share insights and trends with Product and stakeholders; deliver weekly and monthly reports, raise risks and concerns, flag issue spikes or negative feedback, request CS tool improvements, and advocate for fixes that meaningfully improve player sentiment.
Team Development: Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills. Identify learning opportunities when tickets are mishandled.
Data & SQL: Partner with Analytics to generate and interpret CS dashboards, tracking KPIs, and identifying trends. Enhance internal use of SQL to improve investigations of player progress loss and restorations, as well as resource-related discrepancies.
Escalation Management: Act as the escalation point for complex or sensitive player issues.
Performance & Metrics: Drive improvements in CSAT, contact rate, and first-time resolution to ensure high-quality support outcomes.