Lead Customer Support

At ZeptoLab, millions of players love our games daily. We want our Support to match that experience: fast, player-centric, 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 are you working on?

• The name of the project(s): Bullet Echo
• At what stage of the project(s)? Live Game
• Genres: Shooter
• Platforms: Mobile, iOS, Android

For which tasks (responsibilities)?

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 macros/AI 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 in-house Support team: goals, prioritization, 1:1s, hiring, growth, internal QA.

• Keep the core metrics healthy: FRT/RT, CSAT, backlog, deflection, internal QA.

• Turn noise into insight: payments, bugs, UX → concise reports and fix tracking.

• Clean up the knowledge base/macros/Helpshift bots; remove repeat cases via automation.

• Work at the seams with Community/Localization/QA/Analytics. Pipeline: player → insight → fix/communication.

• Run experiments: forms, auto-replies, 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, auto-categorization, summarization, or anything else that comes to mind) with human validation.

What kind of professional are we looking for?

• 3-5+ years in B2C/games/mobile Support; 1-2+ years as a lead/manager.

• People management: goals, reviews, development, hiring.

• Support platforms (we use Helpshift), Jira/Slack/Confluence; you’re comfortable living in dashboards.

• Clear writing: macros, articles, tone-of-voice 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 (Polish/Spanish/etc.) 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. Midcore/PvP 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.

What is important for us in a person?

• You find improvement zones yourself: from SLA under peak to “orphan/limbo” ticket categories.

• You see tails where they form: post-event 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: what/why/risks/how to measure/when 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.
  

Why do we enjoy working here?

• Work from anywhere - we’re a fully remote company

• Join a passionate, dedicated team that truly cares about what they do

• Be part of globally recognized projects loved by millions of players worldwide

• Grow with us - plenty of opportunities to learn, develop, and advance