Customer Support Lead

2 days ago

Limassol, Limassol, Cyprus HYPERHUG Full time €40,000 - €60,000 per year

Job Overview

We are looking for our first
Customer Support Leader
to join HyperHug and help build our player experience from the ground up. You'll be the voice of
Oxide: Survival Island
— our multiplayer survival shooter for mobile — ensuring every player gets fast, friendly, and effective help via email and support tickets.

This is a rare opportunity to design and lead the customer support function at an early stage. You'll define support processes, shape documentation standards, and influence how we interact with our community across diverse in-game scenarios, from crafting confusion to bug reports and feedback loops.

Responsibilitie
s

  • Respond to player inquiries and support tickets with clarity, empathy, and professionalism
  • Set up and manage support systems and tools (e.g., ticketing platforms, auto-replies, FAQs)
  • Create and maintain internal and external documentation to address common issues and player needs
  • Work closely with developers, community, and game designers to track, report, and escalate recurring issues or gameplay blockers
  • Continuously improve support processes to ensure faster resolution times and higher player satisfaction
  • Collect player feedback and summarize actionable insights for the development team
  • Help define support SLAs and measure KPIs like response time, CSAT, and resolution rate
  • Participate in LiveOps readiness — ensuring the support team is prepped for new updates and seasonal content
  • Advocate for player needs while balancing technical and business constraints

Requirements

  • 3+ years of experience in customer support, ideally in the gaming or mobile apps industry
  • Passion for games — especially mobile and multiplayer titles.
  • Exceptional written English and a clear, warm, and friendly communication style
  • Experience working with support platforms like Zendesk, Helpshift, or Freshdesk
  • Organized, structured thinker who enjoys bringing order to chaos
  • Strong problem-solving and critical thinking skills
  • Ability to work independently in a fast-paced, evolving environment
  • Willingness to take ownership and iterate quickly on systems and processes

What We Offer

  • The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms
  • A strong, supportive team passionate about creating great games
  • Competitive salary and bonuses
  • Monthly lunch allowances via Wolt
  • Comprehensive medical insurance
  • Relocation support to Cyprus, including visa and housing assistance
  • A flexible work environment
  • Opportunities for professional growth
  • A culture that values creativity, initiative, and collaboration

Why Join Us?

If you're passionate about crafting intuitive, responsive, and visually stunning UI experiences, this is your opportunity to shape a game that will engage millions of players worldwide. Join a creative and ambitious team and play a pivotal role in the development of
Oxide: Survival Island
.

Apply now and help create the next big hit in mobile survival gaming

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