Customer Support Team Lead

X-FLOW is a mobile game development company established in 2018. We gained recognition after the release of Happy Color, the most popular digital coloring book and one of the most successful ad-driven mobile apps in the world. We take pride in our diverse and talented team and partners, spread across the UK, Cyprus, the Netherlands, and other regions worldwide.

We are now looking for a Customer Support Team Lead to build, develop, and guide our in-house support team for our flagship product, Happy Color, used by millions of players around the world.

If you are passionate about building high-performing teams, improving processes, and shaping exceptional user experience — this role is for you.

Key Responsibilities:

• Build and lead the in-house support team (hiring, onboarding, training, feedback, performance).

• Set up and optimize support operations: SLA, prioritization, quality control, workflows, and metrics.

• Ensure smooth transition from outsourced support to an internal team without loss of quality.

• Monitor ticket handling quality, maintain documentation, templates, and knowledge base.

• Collaborate with Development, QA, Marketing, Legal, and SMM on issue escalation and user insights.

• Drive process improvements, implement automation and AI tools to increase efficiency.

• Prepare regular support performance reports and present key findings to stakeholders.

Contribute to product and user experience improvements through data and feedback.

Requirements:

• 3+ years of experience in Customer Support, including 1+ year as a Team Lead, with experience in relevant projects such as mobile apps or games.

• Proven background in managing or restructuring support for large-scale products (1M+ users).

• Deep knowledge of Zendesk (configuration, automation, dashboards, SLA).

• Experience working with multi-language, multi-channel support (email, social media, app reviews).

• Experience implementing AI or automation tools. 

• Strong understanding of support metrics and how to build processes around them.

• Collaboration experience with Development and QA teams (escalations, Jira workflows).

• Excellent communication and leadership skills.

• English, Russian - C1.

What We Offer:

• Work with a top global mobile app with more than 10 millions of active users.

• Competitive salary and benefits package.

• Flexible remote/office working options.

• Opportunity to impact a global product with millions of active users.

• A creative, dynamic environment with a talented and friendly team.

• Professional growth and leadership opportunities.

Join us and let’s create great product together!