Lead Customer Support

At ZeptoLab, millions of players love our games daily. We want our Support to match that experience: fast, playercentric, and a source of insights for the entire company. If you’re the kind of leader who doesn’t sit back and wait for tasks but shapes Support into a driver of quality this role is for you.

What youll do

The Lead here is not “above” Support but in Support. You’ll regularly jump into the inbox: take escalations, pick up peak loads on rotation, run quality calibrations, and test new macrosAI prompts on real cases. We keep the balance: the baseline is ~20–30% of your time in the inbox; that’s an upper bound, and as your processes and automation reduce manual work, this share can go down.

• Lead the inhouse Support team: goals, prioritization, 1:1s, hiring, growth, internal QA.
• Keep the core metrics healthy: FRTRT, CSAT, backlog, deflection, internal QA.
• Turn noise into insight: payments, bugs, UX → concise reports and fix tracking.
• Clean up the knowledge basemacrosHelpshift bots; remove repeat cases via automation.
• Work at the seams with CommunityLocalizationQAAnalytics. Pipeline: player → insight → fixcommunication.
• Run experiments: forms, autoreplies, routing, quality gates, tone of voice.
• Handle complex escalations. Spot domain risks: fraud, chargebacks, abuse, toxicity.
• Roll out and maintain AI tools in Support (agent assist, autocategorization, summarization, or anything else that comes to mind) with human validation.

• What “proactive” means to us

  • You find improvement zones yourself: from SLA under peak to “orphanlimbo” ticket categories.
  • You see tails where they form: postevent spikes, narrow categories, useless forms, broken bot flows. You come with a plan, not just a problem: hypothesis → quick MVP → how we measure → when we switch off if it underperforms.
  • You propose solutions and MVPs: whatwhyriskshow to measurewhen to review.
  • You launch, measure, decide — and close the loop: hypothesis → experiment → result → team standard.
  • You replace “that’s how it’s always been” with better: macros, routing rules, escalation checklists, help center, etc.
  • You feed neighboring teams with signals: “here are 3 player pains, here’s repro, here’s priority.”
  • You plug in the right data: from Helpshift exports to case labeling and simple scripts for reports. No dissertations — clear visuals that drive decisions.
    

  • AI — not copypaste, but a tool and a market

    We’re for smart AI: where it speeds things up, not slows down.

    • You craft prompts for the task, verify factstone, and bring outputs to quality.
    • You know when AI fits (classification, summarization, agent assist, KB search) and when a human should take over — and when AI helps vs. gets in the way.
    • You understand the AI market: models and vendors, privacy and security, etc.
    • Culture: you write guardrails so the team doesn’t turn AI into a “copypaste conveyor” but uses it as a tool that accelerates and improves quality.
      

    • What matters (not just years served)

      • 3–5+ years in B2Cgamesmobile Support; 1–2+ years as a leadmanager.
      • People management: goals, reviews, development, hiring.
      • Support platforms (we use Helpshift), JiraSlackConfluence; you’re comfortable living in dashboards.
      • Clear writing: macros, articles, toneofvoice policy.
      • Languages: Russian (native) and English at B2+ (ideally C1). This isn’t only written work — you’ll need to discuss topics over voice with teams, argue your case, and make decisions quickly. Any additional languages (PolishSpanishetc.) are a plus — we’ll put them to use.
      • Proactive: you independently spot what to replace, automate, or build from scratch.
      • Strong on details without being a nitpicker: you cut the noise and move things forward.
      • You play and love games — not only mobile. You understand F2P player pain, catch the metagame, and read event logic. MidcorePvP experience is a plus.
      • You use AI rather than serve it: you set the task, verify facts, bring results to quality — and you know what exists on the market beyond “just GPT.”
      • Bonus: experience with Telegram and Discord; knowledge of mobile gamedev.

      • 
        If you want Support to be smart, fast, and human — let’s talk!