The Head of Customer Support will lead the global support operations, define strategy, implement tools, and ensure player satisfaction in games.
About Pulse Games
We create mobile games that are fun, visually engaging, and built around exciting challenges. Our skill-based games recognize true talent by rewarding quick thinking and smart strategy. Everything we create starts with our team, collaborating, learning, and challenging each other to do better every day.
We are looking for a Head of Customer Support to join our team. You’ll be responsible for building and leading our global player support operations, ensuring that our players enjoy a seamless, reliable, and trustworthy experience in our games. This position is central to shaping our customer support strategy, structure, and culture from resolving player issues to ensuring trust and safety.
What You'll Do
- Build and scale a world-class customer support organization
- Define and execute support strategy across all player touchpoints, ensuring consistency and quality
- Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
- Track and optimize KPIs to drive continuous improvement
- Oversee sensitive cases such as payments, fraud, and responsible gaming, ensuring compliance with regulatory standards
- Collaborate closely with product team to deliver safe and engaging player experiences
- Represent the player’s voice and make sure their perspective informs both product and operational decisions
What We're Looking For
- 7+ years in customer support / customer experience in mobile game industry, including at least 3 years in a leadership role
- Proven experience in scaling support operations in mobile games
- Deep familiarity with support tools
- Strong analytical mindset; comfortable using data to make decisions and drive improvements
- Excellent leadership and people management skills
- Strong communication and collaboration skills across departments
- Must be based in the United States
We respect your privacy and will treat your data confidential as part of the recruitment process. If you’d like more details, please read our Privacy Policy:
https://www.pulsegames.org/candidate-privacy-policy/
Top Skills
Data Analytics
Support Tools
Similar Jobs
Aerospace • Artificial Intelligence • Hardware • Robotics • Security • Software • Defense
Manage and lead a team of Flight Test Operators supporting Launched Effects aircraft: oversee maintenance, pre/post-flight checks, mission planning and execution, training, documentation, logistics coordination, and reporting. Ensure safety, tool control, and compliance with FAA and security protocols while supporting cross-functional engineering teams and continuous improvement.
Top Skills:
Uas,Flight Control Systems,Aircraft Subsystems,Sensors,Standard Web Browsers,Word Processing Applications
Automotive • Cloud • Greentech • Information Technology • Other • Software • Cybersecurity
Handle high-volume inbound calls and service provider requests, document contacts accurately, validate insurance and licenses, assign providers for dispatch, coordinate towing audits, identify and validate outside vendors, support vendor management improvements, run reporting and business reviews, and assist with service provider advisory board and special projects.
Automotive • Cloud • Greentech • Information Technology • Other • Software • Cybersecurity
As a Client Trainer II, you will deliver training to automotive dealership clients, focusing on technology adoption and operational excellence, while managing nationwide travel.
Top Skills:
MS OfficeSalesforce
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
