VIP Customer Supervisor

This leadership role involves overseeing customer support for our evergreen
games. You will manage escalations from outsourced support teams,
ensuring exceptional service quality, and driving continuous improvement
across customer service operations.

This is a full time position fully remote or office based in our studio in Gdansk.

What You'll Do

● Serve as the main liaison between the company and outsourced
support teams, fostering clear communication and cohesive workflows.
● Handle escalated customer inquiries from various channels (primarily
chat and email), ensuring prompt and effective resolution.
● Monitor, analyze, and report on contact center KPIs, with a strong
focus on customer satisfaction metrics.
● Collaborate on service audit quality procedures to enhance customer
experiences.
● Develop and maintain knowledge base and FAQ content to support
team efficiency.
● Assist in projects and initiatives aimed at improving customer
experience and team performance.

What We're Looking For

● Experience in a customer service or support role, ideally with some
supervisory or lead experience.
● Proficiency in any CRM system (experience with Intercom is a plus).
● Familiarity with basic SQL, Excel, and reporting tools is a nice-to-have.
● Passion for or interest in gaming is highly preferred.
● Strong