Vereiste ervaring
5 jaar of meer
Opleidingsniveau
Geen
Standplaats
Amsterdam
Aantal uur / periode
40 uur per week
Salarisindicatie
Nader te bepalen
Poki
Hey - we're Poki! We're a tech scale-up on a mission to build the ultimate online playground for kids of all ages.
Game Developer Support Lead at Poki
Hey - we're Poki! We're a tech scale-up on a mission to build the ultimate online playground for kids of all ages. Every month, 30 million players come to us for easy access to the best free games. Our game developer community is growing fast, and we need a Game Developer Support Lead to help us succeed.
About the job
Ready to level up support for our 300+ game developer community? We’re looking for an experienced support lead who can build scalable support systems and services for our 300+ game developer community and mentor our Developer Support team. Are you that customer-centric team lead who loves improving the customer experience for a global community of game developers? Then read on! TLDR: As our Game Developer Support Lead, you’ll manage our Developer Support team who focuses day in and day out on making sure our game developers have everything they need to manage the success of their games on Poki. This includes onboarding new developers, QA-ing games, overseeing tech support, and constantly evolving our services to meet game developer wants and needs. You’ll be in charge of all operational processes related to our developer community, evaluating our current ways of working and building scalable systems, services, and documentation. You’ll be a crucial stakeholder in our Developer circle, processing and prioritizing feedback on the developer experience and contributing to our overarching game developer roadmap. Next to that, you’ll manage and lead the support members of our team, empowering them to grow in their careers, work efficiently, and have a lot of fun along the way! Your challenge:
- Make an impact on the next big thing in gaming. You’ll directly contribute to the success of our growing 300+ game developer community, helping them succeed via excellent customer experience and support.
- Conceive and build scalable support systems, services, and documentation from our existing onboarding guidelines and web best practices.
- Lead and help build a strong, diverse, and service-oriented team through training and coaching.
- Closely listen to community needs and identify opportunities, themes, and knowledge gaps, contributing to our overarching developer roadmap.
- Track and improve key metrics including customer satisfaction, responsiveness, and onboarding time.
Dit is wie je bent
Do you recognize yourself in the following?
- I’m self-motivated and highly responsible – I thrive on freedom
- I enjoy working fast, in a dynamic and agile environment
- I'm always open to new ideas, perspectives, and solutions
- I’m eager to learn and love to share
- I'd love to work with a fun, informal, and diverse group of young people
You also:
- Have 7 years of experience in a support role, with at least 3 or more of those years managing direct reports.
- Have outstanding communication skills - this is fundamental to everything you do.
- Are incredibly organized - you love processes and making them as efficient and effective as possible.
- Are a practical team player - while you’re the team lead you enjoy getting your hands dirty.
- Are familiar with technical support - you know what an SDK is and can help put together best practices for proper QA.
- Are already based in The Netherlands, preferably around Amsterdam.
Bonus experience:
- Experience with implementing support solutions from scratch - you’re comfortable taking the lead and going from 0 to 1.
- Familiarity or affinity with games - you don’t have to be a game developer yourself, but you like playing games and are interested in the gaming industry.
Dit is wat je krijgt
- A chance to build your career with our fast-growing company.
- Deep understanding of how a multi-sided platform works, opportunity to broaden your knowledge/skills through education.
- A diverse, talented and self-motivated team (including experienced hackers & entrepreneurs).
- A full-time contract (40 hours/week).
- A competitive salary.
- No formal hierarchy and a lot of personal responsibility and freedom.
- Direct impact on the experience of our 30 million users, on our community of 300+ game developers, and on our network of brands.
Work Talks
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