Head of Customer Support

About Us

At Gameopedia, our journey began in Norway with a simple mission: to be the geeky gamer friend who helps you find the perfect games and offers top-notch recommendations. From humble beginnings, we quickly made our mark, landing our first major customer a year later, one of Norway's largest news publications. This pivotal moment propelled us to expand our operations to India, starting with five passionate gamers working around a dining table in a small apartment.

Today, with offices in Oslo and Hyderabad, we serve industry leading video game data and insights to the biggest companies worldwide, influencing millions of gaming decisions every day. Our evolution from a small startup to an industry leader is driven by our dedication to providing gamers with extraordinary experiences. We are now transitioning into a product company, developing B2B and B2C products that will revolutionize how people engage with games.

We are scaling up our operations, and our vision over the next three years is to create extraordinary experiences for a billion gamers every day. Join us in this exciting journey and help us shape the future of gaming!

Role Overview:

At Gameopedia, customer support is not just a cost function—it’s a cornerstone of our business strategy and a key driver of our success. We believe that exceptional customer support is integral to enhancing the overall customer experience and, consequently, driving revenue growth. As the Head of Customer Support, you will play a pivotal role in building and leading a team that provides world-class support, delighting our customers at every touchpoint. You will be responsible for developing strategies that transform our support operations into a powerful asset, contributing to customer satisfaction, loyalty, and lifetime value.

We are looking for a visionary leader who can elevate our support function to new heights by integrating cutting-edge technology with human empathy creating a customer experience that sets the industry standard. If you are passionate about making a real impact on customers’ lives and are excited by the opportunity to shape the future of customer support at a rapidly growing company, we’d love to meet you.

Key Responsibilities:

1. Strategic Leadership:

   • Develop and execute a comprehensive support strategy that aligns with company goals and enhances customer experience.

   • Establish and track key performance indicators (KPIs) that link customer support efforts with revenue generation and business growth.

   • Lead the transition from a reactive support model to a proactive, customer-centric approach that delights customers and drives loyalty.

2. Operational Excellence:

   • Oversee day-to-day operations of the customer support team, ensuring timely and high-quality resolution of customer issues across multiple channels (email, phone, live chat, social media, in-app).

   • Implement and optimize support processes, tools, and technologies to improve efficiency and scalability.

   • Lead the integration of automation and AI-driven solutions to streamline support workflows, reduce response times, and provide personalized customer interactions.

   • Develop a robust knowledge base and self-service resources to empower customers and reduce ticket volume.

3. Team Development and Management:

   • Recruit, mentor, and retain top talent to build a high-performing, diverse support team.

   • Foster a culture of continuous learning and development through training programs and career development paths.

   • Implement specialized roles within the team (e.g., automation specialists, knowledge base management, technical support) to address evolving business needs.

4. Customer Advocacy and Feedback Integration:

   • Act as the voice of the customer within the organization, advocating for their needs and expectations.

   • Establish feedback loops with product, engineering, and marketing teams to ensure customer insights drive product improvements and innovation.

   • Handle escalations and crisis management with professionalism and empathy, protecting the company’s reputation.

5. Cross-Functional Collaboration:

   • Partner closely with sales, product, and marketing teams to ensure a cohesive and seamless customer journey.

   • Develop strategies to support the launch of new products and features, including training for the support team and customer education initiatives.

6. Global Support Management:

   • Design and implement a global support structure that provides 24/7 assistance, taking into account regional nuances and language capabilities.

   • Ensure compliance with international data privacy and security regulations, such as GDPR and CCPA.

Qualifications:

• Experience: 8-12 years in customer support, with at least 3 years in a leadership role managing a support function in a product based company.

• Track Record: Proven experience building and scaling B2B and B2C customer support teams, preferably in fast-growing companies with a strong customer focus.

• Technical Proficiency: Strong understanding of support technologies, CRM systems, and best practices for multichannel support.

• Data-Driven: Experience in setting and analyzing support metrics (e.g., CSAT, NPS, first response time, resolution rates) to drive continuous improvement.

• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex concepts in a clear and compelling manner.

• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and embedding this mindset within the team.

• Hands-On Leadership: Willingness to get involved at all levels to ensure team success and customer satisfaction.

• Global Perspective: Experience managing global support teams and understanding the unique challenges of international support.