Lead Customer Support

Описание

At ZeptoLab, millions of players love our games daily. We want our Support to match that experience: fast, player-centric, and a source of insights for the entire company. If you’re the kind of leader who doesn’t sit back and wait for tasks but shapes Support into a driver of quality - this role is for you.

What you'll do

The Lead here is not “above” Support but in Support. You’ll regularly jump into the inbox: take escalations, pick up peak loads on rotation, run quality calibrations, and test new macros/AI prompts on real cases. We keep the balance: the baseline is ~20–30% of your time in the inbox; that’s an upper bound, and as your processes and automation reduce manual work, this share can go down.

• Lead the in-house Support team: goals, prioritization, 1:1s, hiring, growth, internal QA.
• Keep the core metrics healthy: FRT/RT, CSAT, backlog, deflection, internal QA.
• Turn noise into insight: payments, bugs, UX → concise reports and fix tracking.
• Clean up the knowledge base/macros/Helpshift bots; remove repeat cases via automation.
• Work at the seams with Community/Localization/QA/Analytics. Pipeline: player → insight → fix/communication.
• Run experiments: forms, auto-replies, routing, quality gates, tone of voice.
• Handle complex escalations. Spot domain risks: fraud, chargebacks, abuse, toxicity.
• Roll out and maintain AI tools in Support (agent assist, auto-categorization, summarization, or anything else that comes to mind) with human validation.

What “proactive” means to us

• You find improvement zones yourself: from SLA under peak to “orphan/limbo” ticket categories.
• You see tails where they form: post-event spikes, narrow categories, useless forms, broken bot flows. You come with a plan, not just a problem: hypothesis → quick MVP → how we measure → when we switch off if it underperforms.
• You propose solutions and MVPs: what/why/risks/how to measure/when to review.
• You launch, measure, decide — and close the loop: hypothesis → experiment → result → team standard.
• You replace “that’s how it’s always been” with better: macros, routing rules, escalation checklists, help center, etc.
• You feed neighboring teams with signals: “here are 3 player pains, here’s repro, here’s priority.”
• You plug in the right data: from Helpshift exports to case labeling and simple scripts for reports. No dissertations — clear visuals that drive decisions.
  

AI — not copy-paste, but a tool and a market

We’re for smart AI: where it speeds things up, not slows down.

• You craft prompts for the task, verify facts/tone, and bring outputs to quality.
• You know when AI fits (classification, summarization, agent assist, KB search) and when a human should take over — and when AI helps vs. gets in the way.
• You understand the AI market: models and vendors, privacy and security, etc.
• Culture: you write guardrails so the team doesn’t turn AI into a “copy-paste conveyor” but uses it as a tool that accelerates and improves quality.
  

What matters (not just years served)

• 3–5+ years in B2C/games/mobile Support; 1–2+ years as a lead/manager.
• People management: goals, reviews, development, hiring.
• Support platforms (we use Helpshift), Jira/Slack/Confluence; you’re comfortable living in dashboards.
• Clear writing: macros, articles, tone-of-voice policy.
• Languages: Russian (native) and English at B2+ (ideally C1). This isn’t only written work — you’ll need to discuss topics over voice with teams, argue your case, and make decisions quickly. Any additional languages (Polish/Spanish/etc.) are a plus — we’ll put them to use.
• Proactive: you independently spot what to replace, automate, or build from scratch.
• Strong on details without being a nitpicker: you cut the noise and move things forward.
• You play and love games — not only mobile. You understand F2P player pain, catch the metagame, and read event logic. Midcore/PvP experience is a plus.
• You use AI rather than serve it: you set the task, verify facts, bring results to quality — and you know what exists on the market beyond “just GPT.”
• Bonus: experience with Telegram and Discord; knowledge of mobile gamedev.

If you want Support to be smart, fast, and human — let’s talk!