For years, Supercell has been on a quest to make player support a seamless part of the gaming experience—right there within our games. We've been pioneers, blazing trails that the industry now follows as common practice. Yet, our thirst for greatness knows no bounds, and now, as new games await, we're on the lookout for a seasoned leader to helm our journey into the next era of player support excellence!
Are you a seasoned leader ready to embark on a quest of support mastery? Do you dream of leading a team that thrives on innovation and the excitement of our games? If so, join us as we shape the next epoch of player support at Supercell. The adventure awaits, and your leadership will be the compass guiding us to new heights!
Team Leadership and Mentorship:
Lead, support, and mentor a multidisciplinary team of Player Support program managers, product managers, and developers.
Foster a trusting, collaborative, and growth-oriented work environment.
Provide and accept regular feedback to and from your team and colleagues.
Conduct regular team meetings, training sessions, and performance evaluations.
Develop and Lead a Player Support Strategy:
Prioritize the care of our players, our network of agents, and our internal team.
Align with our game's goals and players’ expectations.
Continuously improve and optimize support processes to enhance player satisfaction and retention.
Monitor player sentiment, gather feedback, and implement proactive solutions to address common issues.
Stay hungry: continually seek to improve yet further the care of our players.
Internal and External Communication:
It’s normal at Supercell to have a lot of stakeholders. Ensuring clear lines of communication is critical for the success of your team.
Collaborate with key stakeholders, including community management, comms, and leadership to maintain a consistent and positive public image.
Provide high-level direction for tools development, partner management, and Player Support ops (L&D and Quality)
Assist in maintaining consistency across all these functions and facilitating alignment between functional managers.
Proven experience in a product support or customer support management or lead role, preferably within the gaming industry.
Strong leadership skills with the ability to inspire and motivate a team to achieve outstanding results.
Deep understanding of player pain points and a passion for creating exceptional player experiences.
Proficient in data analysis and utilizing insights to drive game-specific changes and improvements.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams both synchronously and asynchronously.
Strong project management skills, including the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
Familiarity with Trust & Safety considerations within gaming and the ability to balance player satisfaction with policy enforcement.
Strategic thinker with excellent problem-solving abilities.
Benefits and Compensation Luring you in with glitter, glamour, and gems is not what we seek to do. We develop Supercell as an employer for you to do your best work and to call this the best experience in your professional life. We want you to enjoy your time here fully, so we structure our compensation and benefits to serve this purpose. It starts with perceiving you as a human being, not a resource. Read More
We are a game company based in Helsinki, Finland, with offices in San Francisco, Seoul and Shanghai. Since our launch in 2010, we've released five games globally – Hay Day, Clash of Clans, Boom Beach, Clash Royale and Brawl Stars. To make five games, we've killed dozens along the way. That's because we're obsessed with quality. Our goal is to make the best games – played by millions, enjoyed for years and remembered forever. To achieve this goal, we create the best possible teams and give them the freedom and independence that are core to our success. Read More
You Might Love It Here...
If you love to think, talk, play and make games, Supercell is the place for you. We're made up of proactive, independent teams with the freedom to do what they think is best for their players, our games and the company. We know it takes more than independence to make great games, so we also take good care of our people, providing them with the compensation, work environment and resources they need to succeed. Read More
This position is in Helsinki, but you're not?
Luckily, moving to Helsinki is easier than you might think. No matter where you would be moving from, our dedicated people will help you from beginning to end. We're here to make sure the process is as smooth as possible for you, your family and whoever and whatever you're bringing along. Read More. If moving to Helsinki is not possible, being based remotely in the UK, Sweden, or Denmark might be an option.
Interested? Then just apply here
We’re looking forward to hearing from you. It’s always exciting to receive thoughtful applications with more than just a blurry image of a cat. Although we do love cats.