Head of Customer Support

Job Description

Job Description

About Pulse Games

We create mobile games that are fun, visually engaging, and built around exciting challenges. Our skill-based games recognize true talent by rewarding quick thinking and smart strategy. Everything we create starts with our team, collaborating, learning, and challenging each other to do better every day.

We are looking for a Head of Customer Support to join our team. You’ll be responsible for building and leading our global player support operations, ensuring that our players enjoy a seamless, reliable, and trustworthy experience in our games. This position is central to shaping our customer support strategy, structure, and culture from resolving player issues to ensuring trust and safety.

What You'll Do

• Build and scale a world-class customer support organization
• Define and execute support strategy across all player touchpoints, ensuring consistency and quality
• Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
• Track and optimize KPIs to drive continuous improvement
• Oversee sensitive cases such as payments, fraud, and responsible gaming, ensuring compliance with regulatory standards
• Collaborate closely with product team to deliver safe and engaging player experiences
• Represent the player’s voice and make sure their perspective informs both product and operational decisions

What We're Looking For