Customer Support Lead, Homa Games
All in Hole, Mobile Games
Data-driven mobile gaming tools
Open for applications
Data-driven mobile gaming tools
201-500 employees
Open for applications
201-500 employees
Company mission
To unlock game developers' creativity by providing the tools, expertise and knowledge needed, accessible to anyone.
Role
Who you are
- +5 years of experience in mobile game support (F2P, casual, or hybrid-casual)
- Proficiency with support tools such as Helpshift, Zendesk, or Freshdesk – and the ability to optimize workflows
- Strong issue triage, escalation, and reporting skills – ensuring problems are quickly diagnosed and tracked
- Proven success collaborating with cross-functional teams (QA, Product, Development)
- Clear, empathetic communication and a player-first mindset – putting the player experience at the heart
- Bonus: Experience with AI automation, multilingual support, or managing vendor teams
What the job involves
- We’re looking for a Customer Support Lead to elevate the player support experience for All in Hole, our live casual mobile game. You’ll manage support operations, guide outsourced teams, escalate live issues efficiently, and deliver insights that improve player satisfaction and game quality
- Own the full support process—from player ticket to developer escalation
- Lead outsourced agents, ensuring quality and consistency
- Analyze support data and trends to produce actionable reports
- Collaborate with QA, Product, and Dev to resolve player pain points
- Improve workflows, macros, and tooling to boost efficiency
- Drive proactive initiatives that reduce friction and enhance support
- Success Looks Like:
- Faster escalation and resolution of player issues
- Rising CSAT and reduced repeat tickets
- Stronger alignment across Support, QA, Product, and Dev
- Well-run outsourced support with high-quality results
- Actionable insights that influence product and live ops
- Be the voice of our players and help shape the future of All in Hole. Apply now to make an impact where it matters most
Our take
Mobile gaming continues to grow in popularity, and more and more big companies and franchises are publishing their offerings for download, but this has made it extremely hard for small games, with small teams, to stand out. Homa Games builds tools for developers to build successful mobile games, including publishing and monetising their products.
Homa Games is the world’s leading platform for mobile game creation and publishing and is one of the companies driving the industry towards a data-driven and systematic approach. The company helps developers build faster, with testing tools; create more popular games through market intelligence; and remove financial risk by offering smart in-app advertisements and distribution management.
Since 2018, Homa Games has attracted one billion downloads for its published games. The company has raised an impressive level of funding that will be used to improve its tech stack and expand into web3 and NFTs, and it has acquired and partnered with other technologies towards this next goal. Ultimately, Homa Games wants to build a universe of interconnected games with virtual worlds and characters owned by creators and players, an ambitious task that it will be interesting to see if they can achieve.
Steph
Company Specialist at Welcome to the Jungle
Insights
90% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2022
$100m
SERIES B
Oct 2021
$50m
SERIES A
Total funding: $164.5m
Company benefits
- We offer essential benefits in France and specific locations, including health insurance, meal vouchers, public transport subsidies, childcare benefits, and life insurance
- You will be working in English with our international team of top-tier talents from 35+ countries
- You will be able to attend diverse team events and Workations (the famous company-wide Homa trip)
- You will have quarterly reviews to help you grow within Homa and build your own career path
Company HQ
Europe, Paris, France
Leadership
Daniel Nathan
(CEO)Founder of BidMotion and Founding Member of DataLift, where they worked as Managing Director. Former M&A Consultant at Deloitte Luxembourg.
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