Pulse Games

Head of Customer Support

Pulse Games

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Lead

About the role

  • 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

Requirements

  • 7+ years in customer support / customer experience in mobile game industry, including at least 3 years in a leadership role
  • Proven experience in scaling support operations in mobile games
  • Deep familiarity with support tools
  • Strong analytical mindset; comfortable using data to make decisions and drive improvements
  • Excellent leadership and people management skills
  • Strong communication and collaboration skills across departments
  • Must be based in the United States
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer experiencesupport strategyKPI trackingdata analysisscaling support operationsautomationprocess improvementself-service optionsregulatory compliance
Soft Skills
leadershippeople managementcommunicationcollaborationanalytical mindset