Customer Support Manager

Youll be responsible for leading and developing our customer support team turning it from a reactive function into a proactive insight-driven part of the organisation. Youll own the day-to-day operation but your real mission is to work out why tickets exist in the first place - and systematically reduce them.

That means digging into the backlog grouping issues by root cause identifying which user segments are struggling most and working closely with our product teams to fix things upstream. Youll know how to help users find answers before they ever need to contact us - through better FAQs smarter triage and self-serve tools - while ensuring paying customers always get a fast high-quality response.

This is a hands-on role to start. Youll work alongside the team and get close to our players and their problems.

• Lead and develop a small customer support team setting the bar for quality and ownership

• Define and own the metrics that matter CSAT first response time resolution time ticket volume trends deflection rate and report them clearly to the wider org

• Analyse the ticket backlog: tag group and prioritise by issue type and user segment to find patterns

• Work with product and engineering to address root causes not just symptoms and support our product roadmap based on customer insights

• Build and improve self-serve resources (FAQs guides in-app help) so the majority of users can help themselves

• Hire and onboard future team members as the team grows

• 5 years in customer support with meaningful time in a lead or manager role in a consumer SaaS gaming fintech or high-volume digital product environment

• Youve built or significantly transformed a support function before you can point to what it looked like when you arrived and what you left behind

• Strong on metrics: you know what good looks like you can define the KPIs set up the reporting and use data to make decisions

• Experience working cross-functionally with product and engineering teams you can translate user pain into product language

• Hands-on with support tooling (Freshdesk or similar) and ideally experience building out help centres or self-serve flows

• A systematic thinker who asks how do we stop this from happening again before closing the ticket

• Strong written English youll be reviewing team responses and setting the quality standard

• Experience in gaming or a product with a highly engaged player community

Were offering a package of perks to keep you charged up and ready to create wonders:

• Daily breakfast and lunch at the office.

• 6 weeks of vacation 3 extra days off for a well-deserved rest.

• Pension and insurance as per IPT1 guidelines.

• 50000 SEK education benefit.

• 5000 SEK wellness allowance.

• A high energy and very much alive office.

Looking forward to receiving your application!

This role is based in Stockholm Sweden at our beautiful head office.