Tier 1 Support Team Lead

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

We’re looking for a Tier 1 Support Lead to oversee both our remote First-Line Support and in-house Learning & Development teams.

This role involves building and managing a support team that responds promptly and effectively to player messages while ensuring escalation for more complex issues.

Additionally, you’ll lead the Learning & Development team in creating training programs that support the growth of all Player Care teams.

Your Responsibilities:

• Manage remote team leads, each overseeing small teams of up to 10 members, and oversee the creation, development, hiring, training, and termination processes for your teams
• Determine the need for expanding or creating new teams
• Communicate with BPOs on staffing needs, team success, challenges, and any specific requirements
• Regularly check in with remote team leads to gather updates on their team’s status, successes, challenges, and performance metrics
• Collaborate with the Tier 2 support team to ensure smooth handover of technical cases, and work closely with the second-line team lead to align workflows between the two teams
• Lead the in-house Learning & Development team to provide effective training for the remote support team and other sub-teams within Player Care
• Stay in touch with the needs of other teams to ensure timely and relevant training programs
• Regularly update upper management and other stakeholders on ongoing issues, escalations, and team performance

Your Team’s Responsibilities:

First-Line Support:

• Provide first-line support to customers and help resolve common issues
• Communicate with players through Helpshift and manage reviews in Appfollow
• Escalate complex technical cases to the Tier 2 support team when needed

Learning & Development:

• Deliver training to new hires, ensuring they are well-prepared for their roles
• Conduct intermediate and final tests to assess the progress of agents
• Develop our current employees
• Organize and maintain internal knowledge banks, ensuring all knowledge resources are up-to-date

Requirements

• 2+ years of experience in a similar leading role (customer support or a related field)
• Fluent English (Must be sufficient for daily communication)
• Experience with customer satisfaction metrics (CSAT, TTFHR, resolution time, etc.)
• Strong communication and management skills, with a positive attitude and a proactive approach to challenges
• Ability to adapt to and manage change in a dynamic environment

It would help you to stand out if:

• Experience managing remote teams across multiple time zones
• Experience in Training or Learning & Development
• Experience with MySQL

What we offer:

• The best team in the world!
• An excellent remuneration package, including a 13th salary.
• Full-coverage relocation for you and your family to Cyprus (Limassol).
• A modern and sunny office space close to the sea.
• Private health insurance for you and your family members.
• A monthly school allowance for your children at pre-school and school-age.
• Lunch compensation.
• Personal development opportunities paid for by the company: professional and language courses, books, etc.
• Bonuses for outstanding results, years worked, getting married, and the birth of a child.
• Friendly monthly office parties and epic, annual offsite company birthday and Christmas parties.