Remote | Full-Time | Global

Head of Customer Support

Build the system that keeps gamers supported 24/7. Faster, simpler, and smarter.

Packsify.com is on a mission to help elite mobile gamers (“whales”) play smarter, spend safer, and get more from the games they love.

At Packsify.com, we don’t just hire to fill seats, we hire for impact. If you’re exceptional at what you do and align with our core values: Extraordinary Team, Empowered Ownership, The Focused Path, and Relentless Drive, we want to know you.

We’re hiring a Head of Customer Support to systemize, scale, and lead Packsify’s 24/7 support operations.

Role

This role is about owning the quality of customer experience at Packsify. You’ll set OKRs, build systems, and coach team leads so that support stays fast, clear, and scalable as we grow. Your focus: fewer steps for customers, more automation for the team, and a culture that runs on accountability, not drama.

Responsibilities

Lead & Coach: Set OKRs/KPIs, align support with company goals, and coach team leads to develop their people.
Systemize & Automate: Build SOPs and processes that cut manual work, improve consistency, and lean on automation/AI where it makes sense.
Solve & Align: Fix recurring issues at the root, streamline workflows, and align support with product, marketing, sales, and ops.
Tools & Data: Leverage Intercom, Discord, and ClickUp to automate, measure, and improve performance.
Culture: Promote a no-drama, customer-first culture focused on solutions and results.

Results

Customers get answers fast, with fewer steps and less effort.
First-response times consistently meet or beat agreed targets.
CSAT stays above 90%, while tickets per customer go down.
80%+ of repetitive requests automated, macro’d, or system-handled.
Team leads run their own scoreboards and weekly coaching.
Recurring issues are fixed long-term — not patched short-term.
Support is fully aligned with product, marketing, sales, and ops.

Requirements

Experience leading 15+ person support teams, ideally across global or 24/7 coverage.
Background in chat-first environments (Intercom, Discord, or similar).
Proven ability to set and track OKRs/KPIs that improve throughput and customer experience.
Systems thinker who simplifies processes and scales operations.
Leads through others - empowering team leads instead of micromanaging.
Proactive problem-solver who fixes issues for the future, not just today.
Comfortable in a fast-moving startup environment.

Bonus points if you have:

Experience in gaming, fintech, or other high-volume digital industries.
Process design expertise (SOPs, QA, reporting).
Familiarity with automation, macros, and workflow tools.
Hands-on with dashboards, exports, and reporting.

Packsify is not for everyone

People who prefer to do everything themselves instead of leading through others.
Those who patch problems instead of solving them long-term.
Managers who are not focused on solution, but drama.
Anyone uncomfortable with the pace and messiness of startups.
Leaders who avoid automation or resist systems thinking.

Location & compensation

Remote, with overlap in European time zones.
Competitive base salary: $20k–$30k + performance bonus.
Full-time, high-impact leadership role.

Our Culture

Our principles are the standard we hold ourselves to. The right person for this role will align with them, live them, and push the team forward through them.