Senior Customer Support Agent (Gaming Exp)

Senior Support Agent | Customer Support | QA / WFM | Gaming Exp Work from Home – Philippines Customer Service & Call Centre | Full-time

Lead Support Excellence in a Global Mobile Gaming Company

We are looking for a Senior Support Agent to join exmox, a fast-growing German-based adtech company operating in the mobile gaming industry.

About exmox

Exmox is a German-based adtech company focused on the mobile gaming industry. The company builds high-performing consumer products across multiple brands and helps mobile game publishers acquire and engage users through rewarding experiences. You will be part of a global team supporting products used by millions of players worldwide while contributing to the future of mobile gaming and user engagement.

As a Senior Support Agent, you will handle complex customer inquiries while helping drive team performance, quality standards, and operational efficiency.

This role is ideal for an experienced customer support professional who is comfortable working with complex workflows and has experience or a strong interest in either Quality Assurance (QA) or Workforce Management (WFM).

What You'll Do

  • Handle complex account-related, technical, and application-specific inquiries.
  • Provide accurate, efficient, and high-quality support through web forms and helpdesk platforms.
  • Support and guide less experienced team members on challenging customer issues.
  • Provide constructive and professional feedback to colleagues.
  • Escalate complex issues to Level 2 Support when necessary.
  • Identify opportunities to improve support workflows and drive process improvements through completion.
  • Collaborate with remote support teams in the Philippines and internal teams based in Germany.
  • Support operational excellence in one of the following specialized areas:
Quality Assurance (QA)
  • Review support tickets and customer interactions.
  • Identify trends and recurring quality issues.
  • Provide structured feedback to support team members.
  • Help maintain and improve global quality standards.
  • Support the implementation and use of QA tools.
Workforce Management (WFM)
  • Assist with shift planning and workforce coverage.
  • Monitor staffing levels and operational coverage.
  • Help maintain and improve WFM processes and tools.
  • Support operational efficiency across the support team.

What We're Looking For

  • At least 3 years of experience in customer support.
  • Proven experience handling complex customer inquiries and workflows.
  • Experience or strong interest in Quality Assurance (QA) and/or Workforce Management (WFM).
  • Experience with the implementation, maintenance, or use of QA or WFM tools is highly preferred.
  • Strong interpersonal skills and the confidence to guide and support colleagues.
  • Excellent written and spoken English proficiency.
  • Strong situational awareness and problem-solving skills.
  • Proactive, solution-oriented mindset.
  • Strong prioritization and organizational skills.
  • Ability to manage complex workflows and drive tasks through completion.
  • Strong customer-focused and empathetic approach.
  • Ability to work effectively in a global and collaborative environment.
  • Genuine interest in technical support and the mobile gaming industry.
  • Willingness to work on a rotating schedule, including weekends and public holidays as needed.
  • Stable and secure internet connection.

Nice to Have

  • Experience with Zendesk or similar helpdesk/ticketing platforms.
  • Experience in QA operations, ticket auditing, or support quality management.
  • Experience with WFM tools, shift planning, or workforce coverage management.
  • Experience in the adtech, gaming, technology, or digital industries.
  • Bachelor's degree or equivalent professional experience.

Work Details

  • Work Setup: 100% Remote
  • Location: Philippines
  • Employment Type: Full-time
  • Schedule: 40 hours per week
  • Shift: Rotating shifts, Monday to Sunday, between 6:00 AM and 10:00 PM PHT
  • Weekend Coverage: Required as part of the rotating schedule
  • Public Holidays: May be required as needed
  • Night Shift and Overtime: May be required and fully compensated
  • Equipment: Company-provided work hardware

Interview Process

  1. KMC Initial Screening
  2. Initial Interview
  3. Final Interview
  4. Assessment – To be confirmed

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