Player Care Lead, Snowprint Studios
2 days a week in office (Mitte, Berlin)
Mobile games studio
Open for applications
Mobile games studio
21-100 employees
Open for applications
2 days a week in office (Mitte, Berlin)
21-100 employees
Company mission
To create rich experiences for the everyday gamer.
Role
Who you are
- You’ve worked in customer service and know what it takes to support players even when they’re upset, confused, or just having a bad day
- You’ve led people before, formally or informally, and know how to balance clarity and empathy in your communication
- You’re comfortable with admin, good at following up, and able to stay calm when many things are happening at once
- You know how to dig into data, spot patterns, and turn them into clear updates and priorities
- And you understand what it means to work with a licensed IP like Warhammer 40,000, where tone and presentation matter, and not every type of content is a good fit
- You’re curious about automation, AI tools, and other ways to improve support workflows, especially when it comes to Zendesk, which we use to manage tickets
- You’ll have the chance to review and improve how we work with it, with support from both the team and the wider studio
- You enjoy mobile strategy games and understand the mindset of players who care deeply about rules, balance, and progression
- Perhaps you’re already a Tacticus fan
- You are fluent in English, both spoken and written
What the job involves
- As Player Care Lead at Snowprint, you’ll guide a team of experienced remote agents who support the global player base of Warhammer 40,000: Tacticus
- Your job is to make sure players feel heard, understood, and taken care of, and that your team has what they need to do that work well
- You’ll act as the link between the customer care team and the rest of the studio
- You attend milestone meetings and standups, help flag potential issues early, and keep information flowing both ways
- When something goes wrong, you're the one who sees the full picture, from what’s happening in-game to what’s coming in through the ticket system, and helps coordinate the response
- You manage people, processes, and performance but most importantly, you make space for good work
- You create structure without micromanaging
- You notice friction points and remove them
- You give your team the tools to solve problems with confidence and kindness
- You'll be hands on solving tickets when needed
- You understand that the best way to see how things can be improved is to do the work yourself
- This won’t be something you do every day, but you are there to support the team in overflow situations
- You'll collaborate with the developers by investigating bugs to the best of your ability
- Rather than just report that the game is crashing, you’ll give them a little bit more context so that they can fix the issue a bit quicker
Our take
Over the years mobile devices have become more and more powerful, and as a result people playing games on them have begun to expect more from what's on offer than the relatively simple titles of yesteryear. Recognising this change in the market, mobile gaming veterans from King, DICE and Rovio came together to form Snowprint Studios, a games developer aimed squarely at the growing "midcore" gamer demographic: players who game daily and expect a little more depth than casual clickers.
Snowprint has to date produced three major releases: Legend of Solgard, Rivengard and Warhammer 40,000 Tactitus (based on the popular Games Workshop franchise). These games have attracted uniformly high reviews for their tight gameplay and high production values, and the company has grown a player base of millions across its properties.
Developing within the Warhammer franchise was a smart move for Snowprint, as it taps into a player base that is comfortable with repeated microtransactions (in its original incarnation, it was a rather expensive tabletop miniatures game where figures are bought individually or in small groups). An acquisition by Modern Times Group in 2023 meant that the Swedish game developer could utilise MTG's Flow Platform - a business intelligence tool. Its purchase will also allow Tacticus to expand to other platforms, expanding the reach of Snowprint's games.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Feb 2021
$5m
EARLY VC
Aug 2018
$5.6m
EARLY VC
Total funding: $16.5m
Company benefits
- Health Insurance
- Participation in Employee Option Program
- Work from home flexibility and support to have the best set up as possible
- Big opportunities for individual and team growth development
- 6 weeks paid vacation
Company HQ
Maria, Stockholm, Stockholms län
Leadership
Alexander Ekvall
(Co-Founder, CEO & Game Director)Was previously Director of Product at King. Before that co-founded The Game Trail and Fabrication Games.
Patrik Lindegrén
(Co-Founder & CTO)Before co-founding Snowprint Studios, was Technical Lead at King, a Game Developer with Fabrication Games and a programmer for Jadestone.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 1 more job at Snowprint Studios