We are looking for a Player Support Operations Manager to join a soon-to-be-announced mobile game in Barcelona.

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.

What Will You Do:

In this role, you will lead customer support for our game as it launches, and be the first to handle a wide variety of operational and communication tasks on a live game. You'll work closely with the game team to define and keep requirements for support tools, and your mission will be to empower our support partners with the knowledge, tools, and insights they need to deliver exceptional service to our players, while keeping communication seamless between game team and central operations.

Your key responsibilities will include:

Act as the vital link between BPO team, game team, and central support. Ensure alignment on ongoing initiatives, updates, and operational priorities.

• Generate requirements and work with the game team to build player support tools and processes for the game's launch, and partner with the team to expand the support toolset over time.
• Help define, evolve and maintain support processes, documentation, and workflows to reflect the latest game updates, tool changes, and policies.
• Coordinate with Product and Operations teams to ensure updates or new features are properly communicated to support agents and reflected in documentation.

Support the escalation of complex cases (e.g., billing, gameplay, or account issues), ensuring proper follow-up and timely resolution.

• Collaborate with the Tech Manager to identify recurring issues that can be automated through CRM workflows or AI optimization.
• Gather feedback from tickets and player interactions to share with Product, helping to inform product decisions and improve player experience.
• Collect and analyze operational data (TTR, CSAT, backlog trends) to highlight opportunities for improvement.
• Monitor vendor adherence to KPIs and identify process inefficiencies.

What We're Looking For:

The ideal candidate will have:

• Relevant experience in customer support operations, project coordination, or vendor management (preferably in the gaming industry).
• Experience collaborating with Product and Engineering teams to improve tools and workflows
• Analytical mindset - tracks performance metrics and identify trends or inefficiencies
• Highly organized, detail-oriented, and proactive in solving operational challenges.
• Strong communication and interpersonal skills, capable of managing multiple stakeholders.
• Knowledge of CRMs (e.g., Helpshift) and productivity tools (e.g., Confluence, Excel, or Looker).
• Comfortable working in a fast-paced, international environment.
• Passion for gaming and improving the player journey through excellent support.
• Fluency in English (both written and spoken).
• Prior exposure to BPO coordination or multi-vendor environments.
• Experience with automation tools, knowledge management systems, or analytics dashboards (nice to have).
• Knowledge of Social Support techniques, operations, and KPIs with agent support.