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Customer Service Lead – Mobile Games – London

Location: London, UK Salary: Negotiable

Job ID: #19360 Posted: 5 months ago

Space Ape

Our client’s company is built around the belief that small empowered teams make the best games. They believe this enables us to innovate, move faster and have more creative ownership.

The Customer Service Lead will be the glue between their product and live ops teams by assisting with the on-going community management and configuration of in-game promotional events, contests and balancing changes to drive monthly goals. You will collaborate with all areas of the business including the Product team, developers, CS, QA, Art, analytics.



  • Manage the VIP Community development such as overseeing the creation of the VIP newsletter, suggesting high level initiatives for events, engagement/re-engagement activities.
  • Act as the escalation manager for on-going player-reported issues
  • Monitor day-to-day player sentiment and make recommendations to the Product team for improvements
  • Bridge the communication gap between player and product, knowing when to escalate and when not to based on scope of issue, player sentiment etc.
  • Define game specific policies and procedures for interacting with our players in Band, via tickets, or other methods (high level initiatives).
  • Managing player refunds and exploit management
  • Cross-training in Live Ops with the goal of reducing the day-to-day tasks for our Live Ops managers, configuration of in-game events, and game balancing



  • Prior experience managing player expectations and communications (killer writing skills)
  • Prior experience in community, support, or possibly Live Ops
  • Understanding of CMS driven content
  • Deep understanding of what get’s gamers’ blood racing is a plus.
  • You have a strong work ethic and are looking for a company where you can grow into Live Ops, Product, Tech or Game Dev

Tagged as: Community Manager, Customer Support

Tags: Community Manager , Customer Support Categories: Commercial , Community Management


Emma Myall

Recruitment Consultant

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