Customer Support Team Lead – Studio Firefly (Cluj, Romania)

At Firefly Studios we enable mobile game studios to create award-winning games throughout the world. Our commitment to operating awesome free-to-play games for mobile devices allows us to work with world-class mobile game studios from around the world.

We’re looking for an experienced CS Support Team Lead to hire and manage a small Customer Support Team on-site.

Key Tasks & Responsibilities

  • Onboard, train, and manage a small team of Customer Support agents
  • Be point of contact for all CS matters for internal development studios
  • Ensure agent skills and game knowledge are kept up-to-date for all supported titles
  • Monitor overall support quality and individual agent performance
  • Organise and evolve workflows and distribute tasks for day-to-day operations among agents
  • Work with developers & CM to plan and execute custom strategies when facing extraordinary circumstances
  • Identify, filter, and communicate CS needs, emerging game issues, and player sentiment to the publishing organisation and developers
  • Act as two-way information funnel between players/agents and the company

Required Skills and Experience

  • 2 y+ experience in leading customer-facing service teams, experience in building up a team from the ground up is a definite bonus
  • Affinity for games, especially F2P and mobile
  • Fluent in written and spoken English, any additional languages are a bonus
  • Ability to filter and communicate information efficiently
  • Experience with Zendesk, Amplitude, Jira, and Confluence is beneficial
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Point of Contact

Todd English


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