Player Support Lead

**PLAYER SUPPORT LEAD**:

- Full time remote within a distributed team_

**In the world, there are approximately**:
**9 million animal species**

**3 trillion trees**
**1,000,000 mobile games**

**7.7 billion humans**

Carbon Counts Tech is on the hunt for exceptional humans We’re looking for a **Player Support Lead** who is partial to trees, animals, games, the earth, and memorable, impactful experiences. _**Are you one of the humans we’re looking for?**_ If so, you believe in the power of technology to solve problems and to make the world a better place.

**ABOUT CARBON COUNTS** (THE COMPANY)

Carbon Counts is an early stage, multi-country, for-profit company on a bold mission to re-green the earth. **We believe in the power of people, play, community, and innovation and we are creating memorable, delightful experiences that will have a positive impact on the planet.**

**ABOUT YOU **(AS A HUMAN)

At heart, you care deeply about other humans. You’re a problem-solver, curious, self-assured, optimistic, and positive. Your friends might describe you as a stellar and empathetic communicator, detail oriented, and a leader, honoring yourself and others. You likely have a passion for player-first experiences (and the environment)—and you enjoy collaborating with others in pursuit of the best customer/player experience. Experience has taught you to fully appreciate diversity of thinking and you believe that others have different, equally important contributions. You tend to attract and appreciate those with different zones of genius Also, from time to time, you might think about how amazing trees and nature are.

**ABOUT YOU** (AS A PLAYER SUPPORT LEAD)

You’re obsessed with solving problems with the best interest of our customers (players) in mind—inspiring others to do the same. Transparent and detail-oriented, you work hard to ensure that everyone understands the player focused deliverables and goals. Purpose-driven, self-assured, and positive, you’re organized, action-oriented, and resourceful, balancing logic (head) and compassion (heart). You live for the fulfilling process of inspiring, communicating and leading the Player Support team to provide the best player experience for our customers. You don’t have an ego, but you’re confident in your particular gift for being a leader in the Player Support space. You have a natural talent for leading humans to their highest potential and have an ethical do-anything approach to making the best possible player experience for our customers

**Professional requirements**:

- Have 3+ years of Player Support experience in the video game industry; ideally Android & iOS market experience
- Have 2+ years of experience in leading a remote Player Support team and communicating with remote multi-disciplinary teams across different regions around the world
- Have 2+ years of experience in leading and supporting a global live ops game and launches on Mobile (Android and iOS )
- Have an operational mindset; you are a self-starter and are excited to establish, create and improve Player Support processes and tools in collaboration with the Engineering team.
- Are very comfortable working with CRM or Player Support Tools such as Salesforce, Sugar CRM, Zoho, Zendesk and/or Helpdesk
- Are an avid gamer and care deeply about the player experience, including collaboration with our player communities on various platforms such as Discord, Reddit and/or Forums
- Have experience building Player Support focused roadmaps, deliverables, timelines, along with Player Support-focused KPIs, SLAs and resourcing budgets.
- Are capable of creating Knowledge base, FAQs and training materials for the Player Support team and our players
- Are entrepreneurial and are comfortable playing a hands-on role initially until the team grows
- Have experience working closely with production, development and QA teams to communicate live issues, helping design player experiences and continuously refine the overall player experience
- Are comfortable acting as an escalation point for our customers; managing live updates and/or issues with the player communities
- Can create compelling and engaging copy and player facing communications suitable for our target audience

**Considered a plus to have**:

- Previous community and social media management experience is a plus

**Other considerations**:

- We are a fully remote team, and we find it most productive if you are located within North American time zones (PST to EST) in order to attend and/or lead our team’s Sprint Ceremonies that land within the PST timezone.

**ABOUT THE JOB**

You are joining an exceptionally talented team that is getting ready to launch their flagship game. You will set up the initial data analysis dashboards to monitor player metrics/KPIs, and play a key role in dynamically optimizing the player experience. As the company grows, your work will directly influence our user acquisition and monetization strategies and fu