Support Manager

We are Joyteractive - a leading mobile game developer and publisher specializing in the captivating world of puzzle games. Today, our team boasts 60+ rockstar professionals, and we're on the lookout for talented individuals to help us dominate the world of puzzles!

Cryptogram: Word Brain Puzzle  is our leader, currently holding the #1 spot among all Word IOS, Android games in the US.

We're on the hunt for a skilled Support Manager.

What are you working on?

• Genres: Puzzle, Casual
• Platforms: Mobile, iOS, Android

For which tasks (responsibilities)?

• Gather player feedback, identify issues, suggestions, and relay them to the review team for consideration

• Monitor statistics on app stores to track ratings, reviews, and overall game reputation

• Respond to user inquiries and feedback in both app stores (through review responses) and through the customer service platform (e.g., Zendesk)

• Maintain active communication with the player community, addressing their queries, concerns, and suggestions, and providing information about upcoming updates and in-game events

• Systematically collect and analyze player feedback data to identify recurring issues and trends, as well as suggestions for support process improvements

• Create and maintain a knowledge base to promptly address common questions and issues

What kind of professional are we looking for?

• Experience in customer support or community management in the gaming industry

• Familiarity with mobile gaming platforms and their communities

• Ability to empathize with players and understand their perspectives

• Strong problem-solving skills and ability to prioritize tasks effectively

• Proficiency in using customer service platforms such as Zendesk or similar tools

• Analytical mindset to interpret player feedback data and derive actionable insights

• Flexibility to work part-time hours and adapt to changing priorities in a fast-paced environment

• Russian language and excellent written communication skills in English