At Supercell, we work with outsourcing partners all around the world to handle part of our player support operations. Our partner's knowledge of our processes and hands-on approach to players' queries is supported by our commitment to provide the best tools and procedures, to optimize the player experience while also taking the partners' needs into consideration.
We are putting significant effort into building, developing and sustaining our partnerships - which is where you come in. As a member of our small team, you will represent Supercell and drive QA initiatives internally and externally to ensure the best experience for our players. You will do all of this from our HQ in Helsinki (Finland).
This position has a strong operational focus and requires a lot of hands-on work - you will get your hands dirty!
Responsibilities
- Work within our player support team and with our global vendor QA teams to own the implementation and continuous improvement of our QA framework
- Collaborate with internal teams to engage and gain commitment on QA project requirements
- Use data in your day-to-day reporting to explore improvement opportunities, and monitor the effectiveness of various processes and initiatives
- Run deep dives, producing relevant insights for ongoing changes to our player experience
- Conduct investigations to identify root causes of issues and implement effective corrective actions with measurable impact
- Lead global calibration efforts to ensure consistency in quality across all markets
- Become an expert of Supercell games, our internal tools and our player support processes
Requirements
- 5+ Years of experience in Support Vendor Management or Partner lead roles, ideally from within a BPO
- Experience working in QA teams and excellent understanding of quality processes
- Empathic and cultural awareness, experience working in multicultural teams
- A hands-on, self-driven and independent mentality
- Commitment to communication and teamwork
- A passion for games and for providing the best support to the players who love them
- Ability to travel frequently (40 days/year minimum)
About Supercell
We are a mobile game developer based in Helsinki, Finland, with offices in San Francisco, Tokyo, Seoul and Shanghai. Since our launch in 2010, we've released five games globally – Hay Day, Clash of Clans, Boom Beach, Clash Royale and Brawl Stars.
To make five games, we've killed dozens along the way. That's because we're obsessed with quality. Our goal is to make the best games – games that are played by millions, enjoyed for years and remembered forever. To achieve this goal, we create the best possible teams and give them the freedom and independence that are core to our success.
You might love it here...
If you love to think, talk, play and make games, Supercell is the place for you. We're made up of proactive, independent teams with the freedom to do what they think is best for their players, our games and the company at large. We know that it takes more than just independence to make great games, so we also take very good care of our people - providing them with the compensation, work environment and resources they need to succeed.
This position is in Finland but you are not?
No matter where you would be moving from, our dedicated people will help you from beginning to end. We're here to make sure the process is as smooth as possible for you, your family and whoever and whatever you're bringing along.
