Head of Customer Support

Pulse Games

Washington DC

Job Description
Job Description
About Pulse Games
We create mobile games that are fun, visually engaging, and built around exciting challenges. Our games bring fast-paced, strategy-driven gameplay that keeps players engaged. Everything we create starts with our team, collaborating, learning, and pushing 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
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Vacancy posted a month ago

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