Head of Customer Support

Position Overview

About Pulse Games – We create mobile games that are fun, visually engaging, and built around exciting challenges. Our skill‐based games recognize true talent by rewarding quick thinking and smart strategy. We value collaboration, learning, and constant improvement. We are looking for a Head of Customer Support to join our team. In this role, you will be responsible for building and leading our global player support operations, ensuring that players enjoy a seamless, reliable, and trustworthy experience in our games. This position is central to shaping our customer support strategy, structure, and culture – from resolving player issues to ensuring trust and safety.

Key Responsibilities

• 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 the product team to deliver safe and engaging player experiences
• Represent the player’s voice and ensure their perspective informs both product and operational decisions

Required Qualifications

• 7+ years in customer support/customer experience in the 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