Support Team Lead

9 hours ago

Tel Aviv, Tel Aviv, Israel Play Perfect Full time ₪90,000 - ₪120,000 per year

Play Perfect is a fast-growing mobile gaming company that provides entertainment to millions of users around the world. The company is headquartered in Tel Aviv.

With a team of talented and passionate developers, designers, industry experts and gamers, Play Perfect is at the forefront of creating immersive gaming experiences that engage players on a whole new level.

As we continue to push the boundaries of what is possible in gaming, Play Perfect is poised to shape the future of the industry and redefine what it means to be a skill-based gaming company.

As we expand, we're seeking an exceptional Support Team Lead to join our team

We're looking for a
Support Team Lead
to join our growing Support team.

In this role, you'll lead a team of specialists handling player payment inquiries, ensuring fast, accurate, and high-quality support. You'll oversee daily operations, coach team members, and drive process improvements across our payments ecosystem to ensure seamless and secure player experiences.

Responsibilities:

  • Lead and mentor a team of Payments Operations Support Specialists, ensuring performance, engagement, and professional growth.
  • Oversee daily payment support operations - including withdrawals, support escalations, and chargebacks - to ensure accuracy and efficiency.
  • Monitor KPIs, SLAs, and ticket trends to identify areas for improvement and ensure a high standard of service.
  • Collaborate cross-functionally with Payments, Risk, and Product teams to resolve complex cases and enhance operational processes.
  • Conduct regular quality reviews and implement continuous improvement initiatives.
  • Act as the main escalation point for complex or sensitive payment & support issues, ensuring timely resolution and root-cause follow-up.
  • Foster a culture of accountability, collaboration, and continuous learning within the team.

Requirements:

  • 3+ years of experience in customer support in a B2C company (gaming industry - strong advantage).
  • 2+ years of experience leading a support or operations team.
  • Excellent analytical and communication skills with strong attention to detail.
  • Experience with Zendesk or other CRM/support platforms (Admin is an advantage)
  • Ability to collaborate effectively across teams in a fast-paced environment.
  • Fluent Native level English (additional languages - an advantage).
  • Advantage - Strong understanding of payment systems, processors, and dispute workflows.

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