Head of Customer Support
Job Description
About Gameopedia
Gameopedia is a leading provider of video game data and insights, helping some of the world's largest companies enhance gaming experiences. Founded in Norway, we have expanded globally, with offices in Oslo and Hyderabad, serving millions of gamers worldwide.
As we transition into a product-driven company, we are developing B2B and B2C solutions that will revolutionize how people engage with games. Our vision for the next three years is to create extraordinary gaming experiences for a billion players every day.Join us in shaping the future of gaming!
About the Role
At Gameopedia, customer support is a strategic function, not just a service. It plays a key role in customer satisfaction, loyalty, and business growth. We are looking for a Head of Customer Support to build and lead a high-performing support team, delivering world-class customer experiences.
This role requires a innovative leader who can blend cutting-edge technology with human empathy to set new industry standards in customer support. If you are passionate about driving customer success and scaling support operations, we would love to hear from you!
Key Responsibilities- Strategic Leadership
Develop and implement a customer support strategy aligned with business goals.
Establish and monitor KPIs (e.g., CSAT, NPS, resolution times) to measure customer success and business impact.
Transition the team from a reactive to a proactive support model, enhancing customer retention.- Operational Excellence
Oversee multi-channel support (email, phone, live chat, social media, in-app).
Implement AI-driven automation to optimize response times and customer interactions.
Develop self-service resources (knowledge base, FAQs) to empower users and reduce support tickets.- Team Development & Management
Hire, mentor, and retain top customer support talent.
Foster a culture of continuous learning and professional growth.
Establish specialized roles (e.g., automation specialists, technical support experts) to scale the function efficiently.- Customer Advocacy & Feedback
Act as the voice of the customer, ensuring insights drive product innovation.
Create feedback loops with product, engineering, and marketing teams.
Handle escalations and crisis management professionally to maintain brand trust.- Cross-Functional Collaboration
Work closely with sales, product, and marketing teams to ensure a seamless customer journey.
Support new product launches with customer education and training initiatives.- Global Support Management
Design a 24/7 global support structure, considering regional language and service requirements.
Ensure compliance with data privacy regulations (GDPR, CCPA).
Qualifications
812 years of customer support experience, with at least 3 years in a leadership role within a product-based company.
Proven experience in scaling B2B customer support teams (B2C experience is a plus).
Expertise in support technologies, CRM systems, and multichannel support best practices.
Strong analytical skills, with experience tracking customer support metrics (CSAT, NPS, resolution rates, etc.).
Excellent communication and stakeholder management skills.
A customer-first mindset with the ability to embed customer-centricity within the team.
Global experience managing distributed teams across different time zones.
Hands-On Leadership: Willingness to get involved at all levels to ensure team success and customer satisfaction.
Why Join Us
Competitive Salary
Health Insurance
Casual Dress Code
Collaborative & Inclusive Work Environment
Work on Products That Impact Millions of Gamers
At Gameopedia, we don't just build productswe shape gaming experiences. If you're excited about leading customer success in gaming, apply now and be part of our journey!