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Helsinki, Finland — fulltime

Product Support Manager, Supercell ID

We are looking for a dedicated and skilled Product Support Manager to help guide our teams in providing exceptional support to players within our games. The ideal candidate will possess a deep understanding of gamers’ behaviour, as well as the ability to leverage data and insights to drive product-specific changes.

Responsibilities:

  • Account security: design phishing countermeasures, maintain account security rules, use large scale data to identify threats, provide guidance to tools/process/people to safeguard operations

  • Social: offer advice for social features compliance, ensure support level matches the needs and that features make sense across different games

  • Tech: be familiar with SDK and API implementations, act as the liaison between the product team and game and tech teams for updates and implementation

  • Collaborate: be very close with Product Support managers for prioritisation

  • Initiatives and Programs: Create initiatives, programs, and activities that enhance the understanding of account security among both Player Support and Trust & Safety agents

  • System Design and Maintenance: Collaborate with Player Support and Trust & Safety Managers to design, develop, and maintain robust systems, processes, and documentation that facilitate effective support for new features and systems within Supercell ID

Requirements:

  • Proven track record of successfully supporting identity management systems, showing understanding of information security

  • Proven experience in a product support or customer support management role, preferably within the gaming industry

  • Familiarity with trust and safety considerations within gaming such as parental laws, child protection measures, handling reports and punishment basics

  • Strong analytical skills and the ability to use data-driven insights to identify areas for improvement and drive change.

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

  • Project management expertise, including the ability to prioritise tasks, meet deadlines, and handle multiple projects simultaneously.


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 fully enjoy your time here, so we structure our compensation and benefits to serve this purpose. We start with perceiving you as a human being, not a resource. Read More

About Supercell
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 – games that are 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 at large. We know that it takes more than just independence to make great games, so we also take very 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

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.

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