Description

Join a well-established gaming studio in Limassol, Cyprus, to help shape the future of a globally popular web and mobile MMO strategy game. You will be building, supporting and managing a team of first line support that is taking care of over 30 million players. 
  
The job is a full-time office gig in Limassol so requires relocation.
Please apply only if you are ok with that. 

RESPONSIBILITIES:

• Oversee remote team leads, each managing up to 10 members, and handle all aspects of team creation, development, hiring, training, and termination.
• Coordinate with BPOs on staffing requirements, team performance, challenges, and any specific needs.
• Regularly check in with remote team leads for updates on team status, achievements, challenges, and performance metrics.
• Work with the Tier 2 support team to ensure seamless handover of technical cases and align workflows. 
• Lead the in-house Learning & Development team to deliver effective training for the remote support team and other Player Care sub-teams.
• Stay informed on the needs of other teams to ensure training programs are timely and relevant.

REQUIREMENTS:

• 2+ years of experience in a similar leading role (customer support or a related field)
• Experience with customer satisfaction metrics (CSAT, TTFHR, resolution time, etc.)
• Strong communication and management skills
• Proactive approach to challenges

WHAT THEY OFFER 

• Full-time employment in Cyprus.
• Visa sponsorship
• Relocation package, family support, and health insurance.
• Additional perks: kids’ allowances, office lunches, personal development programs, sport benefits, company events, and free annual medical check-ups.
• Opportunities for growth with a structured path to achieve clear goals, both company-wide and individually.

ABOUT THE COMPANY
The company, founded in 2015, developed a successful MMO strategy game set in a fantasy world. Available on both web and mobile platforms, it has garnered over 10 million downloads on Google Play and amassed 30 million players worldwide. The studio operates with around 150 team members and is headquartered in Limassol, Cyprus.

Size of the studio: 150 people
Work mode: 100% from the office
Office locations: Limassol, Cyprus
Platform: mobile
Engine: Unity