This leadership role involves overseeing customer support for our evergreen
games. You will manage escalations from outsourced support teams,
ensuring exceptional service quality, and driving continuous improvement
across customer service operations.

This is a full time position fully remote or office based in our studio in Gdansk.

What You'll Do

● Serve as the main liaison between the company and outsourced
support teams, fostering clear communication and cohesive workflows.
● Handle escalated customer inquiries from various channels (primarily
chat and email), ensuring prompt and effective resolution.
● Monitor, analyze, and report on contact center KPIs, with a strong
focus on customer satisfaction metrics.
● Collaborate on service audit quality procedures to enhance customer
experiences.
● Develop and maintain knowledge base and FAQ content to support
team efficiency.
● Assist in projects and initiatives aimed at improving customer
experience and team performance.

What We're Looking For

● Experience in a customer service or support role, ideally with some
supervisory or lead experience.
● Proficiency in any CRM system (experience with Intercom is a plus).
● Familiarity with basic SQL, Excel, and reporting tools is a nice-to-have.
● Passion for or interest in gaming is highly preferred.
● Strong troubleshooting, organizational, and communication skills.
● Ability to multitask, adapt quickly, and work both independently and
collaboratively

Why Product Madness?

You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino.  The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more. 

So what is stopping you from coming and joining the Madness?