Customer Support Supervisor

This leadership role involves overseeing customer support for our evergreen<br/>games. You will manage escalations from outsourced support teams,<br/>ensuring exceptional service quality, and driving continuous improvement<br/>across customer service operations.<br/><br/>This is a full time position fully remote or office based in our studio in Gdansk.<h2></h2><p></p><h2><b>What You'll Do</b></h2><p></p><p><br/><span>●</span><span> </span><span>Serve</span><span> </span><span>as</span><span> </span><span>the</span><span> </span><span>main</span><span> </span><span>liaison</span><span> </span><span>between</span><span> </span><span>the</span><span> </span><span>company</span><span> </span><span>and</span><span> </span><span>outsourced</span><br/><span>support</span><span> </span><span>teams,</span><span> </span><span>fostering</span><span> </span><span>clear</span><span> </span><span>communication</span><span> </span><span>and</span><span> </span><span>cohesive</span><span> </span><span>workflows.</span><br/><span>●</span><span> </span><span>Handle</span><span> </span><span>escalated</span><span> </span><span>customer</span><span> </span><span>inquiries</span><span> </span><span>from</span><span> </span><span>various</span><span> </span><span>channels</span><span> </span><span>(primarily</span><br/><span>chat</span><span> </span><span>and</span><span> </span><span>email),</span><span> </span><span>ensuring</span><span> </span><span>prompt</span><span> </span><span>and</span><span> </span><span>effective</span><span> </span><span>resolution.</span><br/><span>●</span><span> </span><span>Monitor,</span><span> </span><span>analyze,</span><span> </span><span>and</span><span> </span><span>report</span><span> </span><span>on</span><span> </span><span>contact</span><span> </span><span>center</span><span> </span><span>KPIs,</span><span> </span><span>with</span><span> </span><span>a</span><span> </span><span>strong</span><br/><span>focus</span><span> </span><span>on</span><span> </span><span>customer</span><span> </span><span>satisfaction</span><span> </span><span>metrics.</span><br/><span>●</span><span> </span><span>Collaborate</span><span> </span><span>on</span><span> </span><span>service</span><span> </span><span>audit</span><span> </span><span>quality</span><span> </span><span>procedures</span><span> </span><span>to</span><span> </span><span>enhance</span><span> </span><span>customer</span><br/><span>experiences.</span><br/><span>●</span><span> </span><span>Develop</span><span> </span><span>and</span><span> </span><span>maintain</span><span> </span><span>knowledge</span><span> </span><span>base</span><span> </span><span>and</span><span> </span><span>FAQ</span><span> </span><span>content</span><span> </span><span>to</span><span> </span><span>support</span><br/><span>team</span><span> </span><span>efficiency.</span><br/><span>●</span><span> </span><span>Assist</span><span> </span><span>in</span><span> </span><span>projects</span><span> </span><span>and</span><span> </span><span>initiatives</span><span> </span><span>aimed</span><span> </span><span>at</span><span> </span><span>improving</span><span> </span><span>customer</span><br/><span>experience</span><span> </span><span>and</span><span> </span><span>team</span><span> </span><span>performance.</span></p><p></p><p></p><h2><b>What We're Looking For</b></h2><p></p><p><br/><span>●</span><span> </span><span>Experience</span><span> </span><span>in</span><span> </span><span>a</span><span> </span><span>customer</span><span> </span><span>service</span><span> </span><span>or</span><span> </span><span>support</span><span> </span><span>role,</span><span> </span><span>ideally</span><span> </span><span>with</span><span> </span><span>some</span><br/><span>supervisory</span><span> </span><span>or</span><span> </span><span>lead</span><span> </span><span>experience.</span><br/><span>●</span><span> </span><span>Proficiency</span><span> </span><span>in</span><span> </span><span>any</span><span> </span><span>CRM</span><span> </span><span>system</span><span> </span><span>(experience</span><span> </span><span>with</span><span> </span><span>Intercom</span><span> </span><span>is</span><span> </span><span>a</span><span> </span><span>plus).</span><br/><span>●</span><span> </span><span>Familiarity</span><span> </span><span>with</span><span> </span><span>basic</span><span> </span><span>SQL,</span><span> </span><span>Excel,</span><span> </span><span>and</span><span> </span><span>reporting</span><span> </span><span>tools</span><span> </span><span>is</span><span> </span><span>a</span><span> </span><span>nice-to-have.</span><br/><span>●</span><span> </span><span>Passion</span><span> </span><span>for</span><span> </span><span>or</span><span> </span><span>interest</span><span> </span><span>in</span><span> </span><span>gaming</span><span> </span><span>is</span><span> </span><span>highly</span><span> </span><span>preferred.</span><br/><span>●</span><span> </span><span>Strong</span><span> </span><span>