Scopely is looking for a Customer Support Lead to join our Marvel Strike Force team within our Midcore division in Mexico City on a hybrid basis working 3 days a week from the hub.

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.

Marvel Strike Force is Scopely's squad-based Hero Collector RPG, housing heroes and villains across the Marvel Universe. 

What You Will Do

Scopely is seeking a Customer Support Lead to own and lead all aspects of Customer Support for MARVEL Strike Force. This role is accountable for delivering a high-quality, scalable support experience for players, while acting as the primary Customer Support owner for the game.

The ideal candidate brings a strong understanding of Customer Support operations, sound judgment in fast-moving environments, and a player-first mindset. You will become a deep product expert on MARVEL Strike Force, work closely with cross-functional partners, and take clear ownership of support performance, insights, and continuous improvement.

• Serve as the Customer Support product owner for MARVEL Strike Force, owning the end-to-end support experience for the game
• Own Customer Support execution and outcomes, ensuring high-quality, timely, and consistent player support
• Act as the primary point of contact for all Customer Support topics related to the game, partnering closely with Product, QA, and Live Ops
• Surface, structure, and escalate player-reported issues, bugs, and trends, and drive resolution by closing the loop with Product and other stakeholders
• Review product updates and features to anticipate support impact and ensure Customer Support readiness
• Monitor Customer Support KPIs and SLAs, identify trends and risks, and drive corrective actions as needed
• Own the accuracy, effectiveness, and ongoing optimization of self-service and FAQ content
• Ensure support teams are equipped with clear guidance, updates, and training related to game changes and known issues
• Act as the escalation point for complex or high-impact player issues

What We're Looking For

• Experience supporting or operating Customer Support for mobile games, live service games, or consumer digital products
• Solid understanding of Customer Support operations, tools, and workflows
• Ability to analyze support data and translate it into actionable insights
• Experience working cross-functionally with teams such as Product, QA, Live Ops, or external partners
• Strong written and verbal communication skills in English
• Sound judgment and the ability to prioritize effectively in a fast-paced, high-volume environment
• A strong sense of ownership and a player-first mindset

Bonus Points

• Experience with self-service tools, automation, bots, or workflow optimization in a Customer Support environment
• Familiarity with AI-driven support tools or interest in leveraging automation to improve efficiency and player experience

Please ensure that the résumé/CV you attach is written in English.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that!   We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!