Job description
HyperHug is an international game development company that brings the joy of pure gameplay to the next level. Our games are being played by more than 50 million people all over the world. Our people work worldwide from Cyprus, Armenia, Kazakhstan and Indonesia. We are always looking for talented individuals to join our team and help us create even better games.
Job Overview
We are looking for our first Customer Support Leader to join HyperHug and help build our player experience from the ground up. You’ll be the voice of Oxide: Survival Island — our multiplayer survival shooter for mobile — ensuring every player gets fast, friendly, and effective help via email and support tickets.
This is a rare opportunity to design and lead the customer support function at an early stage. You’ll define support processes, shape documentation standards, and influence how we interact with our community across diverse in-game scenarios, from crafting confusion to bug reports and feedback loops.
Responsibilities
Respond to player inquiries and support tickets with clarity, empathy, and professionalism.
Set up and manage support systems and tools (e.g., ticketing platforms, auto-replies, FAQs).
Create and maintain internal and external documentation to address common issues and player needs.
Work closely with developers, community, and game designers to track, report, and escalate recurring issues or gameplay blockers.
Continuously improve support processes to ensure faster resolution times and higher player satisfaction.
Collect player feedback and summarize actionable insights for the development team.
Help define support SLAs and measure KPIs like response time, CSAT, and resolution rate.
Participate in LiveOps readiness — ensuring the support team is prepped for new updates and seasonal content.
Advocate for player needs while balancing technical and business constraints.
Requirements
2+ years of experience in customer support, ideally in the gaming or mobile apps industry.
Passion for games — especially mobile and multiplayer titles.
Exceptional written English and a clear, warm, and friendly communication style.
Experience working with support platforms like Zendesk, Helpshift, or Freshdesk.
Organized, structured thinker who enjoys bringing order to chaos.
Strong problem-solving and critical thinking skills.
Ability to work independently in a fast-paced, evolving environment.
Willingness to take ownership and iterate quickly on systems and processes.
What We Offer:
The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms
A strong, supportive team passionate about creating great games
Competitive salary
A flexible work environment
Opportunities for professional growth
A culture that values creativity, initiative, and collaboration
