Customer Support Lead

Scopely is looking for a Customer Support Lead to join our Marvel Strike Force team within our Midcore division in Mexico City on a hybrid basis working 3 days a week from the hub.

At Scopely, we care deeply about what we do and want to inspire play every day - whether in our work environments alongside our talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

Marvel Strike Force is Scopely's squad-based Hero Collector RPG, housing heroes and villains across the Marvel Universe. 

What You Will Do

Scopely is seeking a Customer Support Lead to own and lead all aspects of Customer Support for MARVEL Strike Force. This role is accountable for delivering a high-quality, scalable support experience for players, while acting as the primary Customer Support owner for the game.

The ideal candidate brings a strong understanding of Customer Support operations, sound judgment in fast-moving environments, and a player-first mindset. You will become a deep product expert on MARVEL Strike Force, work closely with cross-functional partners, and take clear ownership of support performance, insights, and continuous improvement.

• Serve as the Customer Support product owner for MARVEL Strike Force, owning the end-to-end support experience for the game
• Own Customer Support execution and outcomes, ensuring high-quality, timely, and consistent player support
• Act as the primary point of contact for all Customer Support topics related to the game, partnering closely with Product, QA, and Live Ops
• Surface, structure, and escalate player-reported issues, bugs, and trends, and drive resolution by closing the loop with Product and other stakeholders
• Review product updates and features to anticipate support impact and ensure Customer Support readiness
• Monitor Customer Support KPIs and SLAs, identify trends and risks, and drive corrective actions as needed
• Own the accuracy, effectiveness, and ongoing optimization of self-service and FAQ content
• Ensure support teams are equipped with clear guidance, updates, and training related to game changes and known issues
• Act as the escalation point for complex or high-impact player issues

What We're Looking For

• Experience supporting or operating Customer Support for mobile games, live service games, or consumer digital products
• Solid understanding of Customer Support operations, tools, and workflows
• Ability to analyze support data and translate it into actionable insights
• Experience working cross-functionally with teams such as Product, QA, Live Ops, or external partners
• Strong written and verbal communication skills in English
• Sound judgment and the ability to prioritize effectively in a fast-paced, high-volume environment
• A strong sense of ownership and a player-first mindset

Bonus Points

• Experience with self-service tools, automation, bots, or workflow optimization in a Customer Support environment
• Familiarity with AI-driven support tools or interest in leveraging automation to improve efficiency and player experience

Please ensure that the résumé/CV you attach is written in English.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that   We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure

About Us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO," "Star Trek Fleet Command," "Stumble Guys," "MARVEL Strike Force," and "Yahtzee With Buddies," among others.
 
Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer experience across multiple platforms--from mobile, web, PC and beyond.
 
Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company's "World's Most Innovative Companies," Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit:

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Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.

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