🌍 Remote | Full-Time | Global

CS Shift Lead Manager

Lead the leaders. Drive results. Build the support org we’re known for.

Why does this role exist?

At Packsify, rapid growth brings new challenges. Our Customer Support team is at the heart of it all, and while our Shift Leads have built a solid foundation, we now need someone to lead the leaders - elevating performance and ensuring every process runs better than the day before.

That’s where you come in.

As CS Shift Lead Manager, your job is to coach, develop, and hold our Shift Leads accountable.

You’ll help them become better leaders, own their results, and stay focused on the KPIs that matter.

You’ll be in the details — spotting weak points, creating solutions, and ensuring our support stays fast, thoughtful, and player-first.

This is a hands-on leadership role — not “check-in once a week.” You’ll be in the trenches, tracking progress, reinforcing clarity, and owning results.

When It’s Done Right

  • Our Shift Leads are improving fast and owning their work
  • CSAT goes up, resolution time goes down
  • Processes get smoother, not messier
  • The support team culture stays strong, even as we scale
  • And you become the obvious choice for future senior roles like Head of CS or Customer Succes

What You’ll Actually Do

  • Team Leadership: Coaching Shift Leads into confident, effective managers—setting the standard yourself when necessary.
  • Performance Metrics: Tracking and improving KPIs like CSAT, resolution speed, and quality (QA).
  • Operational Excellence: Identifying weak points and rapidly implementing solutions to make our systems more robust and scalable.
  • Clear Communication: Ensuring transparency, accountability, and consistent feedback across all levels of your team.
  • Team Results: Taking full ownership for team outcomes and proactively driving solutions

This Job Isn’t for Everyone — and That’s Okay

If you need lots of structure handed to you or shy away from tough conversations, this role may feel overwhelming.

But if you thrive on clarity, take ownership naturally, and enjoy coaching others toward real growth — you’ll feel right at home here.

We move fast, give direct feedback, and expect accountability from everyone — including leadership. And we’ll support you every step of the way.

You’re a Strong Fit If…

  • You have 1+ years of experience managing customer support teams, ideally having coached leads or managers directly.
  • You're a natural problem-solver who enjoys optimizing processes to scale smoothly.
  • You love using data (KPIs) to drive decisions, improvements, and team development.
  • You're comfortable with clear, direct communication—even tough conversations—and deliver feedback with empathy and clarity.
  • You’re flexible to work occasionally on weekends or evenings—we’re a global startup, serving gamers 24/7.
  • You're ambitious, growth-oriented, and ready to step up quickly to senior leadership roles (like Head of CS or Customer Success).

Our Culture

What Drives Us

At Packsify, our culture isn’t just a part of what we do—it’s who we are. We live and breathe our core principles:

Extraordinary Team

Our expert team works collaboratively to provide you with exceptional, personalized service, enhancing your gaming experience every step of the way.

Empowered Ownership

We empower our team to take full ownership, enabling them to quickly address your needs and ensure outstanding outcomes.

The Focused Path

We prioritize clarity and disciplined execution, helping you achieve maximum gaming impact with minimal effort.

Relentless Drive

Our passion means we never stop improving. Expect continuous upgrades, new services, and smarter solutions tailored to keep you at the top of your game.


For a deeper dive into our ethos, we encourage you to read our full culture memo.

It’s the best way to understand our company, our team, where we are today, and where we plan to go.

Culture Memo

What You’ll Get

  • Monthly compensation between $1,500–$2,000, depending on experience and impact
  • Performance-based bonuses—your success is our success.
  • Clear career growth path—deliver results and you’ll rapidly advance into senior leadership.
  • Full ownership and autonomy—make decisions that matter.
  • Health and wellness benefits, fitness perks, unlimited vacation, and fully flexible remote work.
  • An exceptional global team—smart, passionate colleagues working together to disrupt mobile gaming.

Let's Get to Know You.

We value how you think, lead, and solve problems more than a perfect resume. If you're ready to tackle real challenges, click below and apply now.