Support Team Lead

Responsibilities

• Ensuring high-quality, effective communication between the support team and players.
• Managing crisis situations related to players and within the team, including game outages.
• Handling payment disputes, GDPR requests, and complex escalated tickets.
• Ensuring quality and comprehensiveness of knowledge bases for players.
• Maintaining our ticketing systems.
• Monitoring the technical condition of our games (using Grafana and other tools).
• Maintaining and improving internal documentation and support team guidelines.
• Managing and developing the support team, conducting regular performance reviews.
• Collaborating closely with community managers, QA, game designers, and programmers.
• Handling regular tickets and other basic support team tasks during periods of high workload.
• Our ideal candidate
• Has 2+ years of experience in customer support.
• 1+ year of experience managing a team.
• Advanced (C1 ) proficiency in written English
• Able to make well-reasoned decisions under pressure
• A passionate gamer with deep industry knowledge.
• The application process includes a test assignment .
• Who you'll be working with
• We are a high-performing team of professionals who thrive in a focused environment. We achieve exceptional results through rigorous planning and disciplined execution, which allows us to deliver outstanding quality while protecting our time of leisure and rest.
• Gaming is an inherent part of our lives. With a wide range of tastes across genres, we keep fresh the understanding of what it's like to have fun in a game. Together we apply this knowledge to create experiences full of joy and wonder for our players.
• Where you'll be working at
• We work on-site in a modern business building in Limassol. We like a lot of space and a lot of air, and we built our office to create a calm and comfortable environment, conductive to the state of flow.
• How you'll get there
• How we'll help you settle
• We'll arrange for temporary accommodations and provide a transfer to the office until you can find a place of your own
• We offer benefits for housing rent, car purchase and childcare
• We have allowances for lunches, psychotherapy sessions, language learning, and sports activities
• We provide medical insurance for you and your family.
• Most importantly, in Volka you will find a warm and welcoming community of open, friendly people with a wide variety of interests, passion for games and a positive outlook on life.
• If we sound like a good fit for you, then you may be a good fit for us.

Benefits

Additional Information

About our game Taonga: the Island Farm is an immersive exploration and adventure game set on a colorful tropical archipelago. What begins as a casual farming experience gradually evolves into a rich, multi-layered adventure. Players discover increasing depth through travel, story-driven quests, strategic battles, engaging mini-games, competitive events, and much more-transforming the game into a captivating midcore adventure with sophisticated mechanics. Taonga was launched as a browser game in 2016 and became an immediate success, beloved by players worldwide. With communities across different platforms, we entertain, delight and help our players to enjoy Taonga to the fullest. We are looking for an experienced Support Team Lead who will ensure stable and high-quality performance of our support team in a rapidly developing game environment.

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