Head of Customer Support

Pulse GamesNew York City, NY

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Overview

Schedule

Full-time

Career level

Director

Remote

Benefits

Career Development

Job Description

About Pulse Games

We create mobile games that are fun, visually engaging, and built around exciting challenges. Our skill-based games recognize true talent by rewarding quick thinking and smart strategy. Everything we create starts with our team, collaborating, learning, and challenging 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

We respect your privacy and will treat your data confidential as part of the recruitment process. If you’d like more details, please read our Privacy Policy:

https://www.pulsegames.org/candidate-privacy-policy/

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FAQs About Head of Customer Support Jobs at Pulse Games

What is the work location for this position at Pulse Games?

This job at Pulse Games is located in New York City, NY, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Pulse Games?

Employer has not shared pay details for this role.

What employment applies to this position at Pulse Games?

Pulse Games lists this role as a Full-time position.

What experience level is required for this role at Pulse Games?

Pulse Games is looking for a candidate with "Director" experience level.

Does Pulse Games allow remote work for this role?

Yes, this position at Pulse Games supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by Pulse Games for this role?

Pulse Games offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Pulse Games?

You can apply for this role at Pulse Games either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.