Customer Service Lead - Gaming

About Us

MON Co. is a development studio and publisher at the intersection of gaming, entertainment, and blockchain technology. Originally operating as LiquidX, MON Co. is the force behind Pixelmon, its flagship IP franchise, and MON Protocol, a cutting-edge Web3 platform. The company is led by a team of seasoned executives from top gaming and entertainment studios. MON Co. aims to deliver high-quality, engaging experiences across a variety of entertainment platforms, including games, digital content, and transmedia storytelling, as it bridges the gap between Web2 and Web3.

MON Co.’s ecosystem includes MON Protocol, which drives Web3 partnerships and tokenized gaming economies, and MON Ventures, which invests in emerging IPs and projects like  Eternal League. With a growing community of over 1 million Pixelmon fans, a robust partner network of over 80 blockchain-native games, and a rapidly expanding portfolio, MON Co. is dedicated to shaping the future of entertainment for a global audience.

For more information on MON Co., please visit: https://www.mon.co 

Position Overview:
We are seeking an experienced Senior Customer Service Lead to lead our customer support team. This role requires a candidate with a deep understanding of customer service in the gaming industry. In this position, you will manage our in-house customer service platform, handle player requests, and ensure an exceptional player experience. 

What You Can Expect To Work On:

• Customer Support Management:
• Oversee daily operations of the dedicated customer service platform, ensuring timely and accurate responses to player inquiries and issues.
• Act as the primary point of contact for escalated player requests, ensuring quick resolution and customer satisfaction.
• Process Improvement:
• Develop and implement best practices for customer support, including process documentation and standard operating procedures.
• Analyze support metrics and feedback to identify trends, areas for improvement, and opportunities to enhance the player experience.
• Collaboration:
• Work closely with the game development and operations teams to relay player feedback, identify common issues, and drive improvements in the game.
• Collaborate with marketing and community teams to ensure cohesive communication and support across channels.
• Quality Assurance:
• Monitor and maintain the quality of customer interactions, ensuring professionalism and adherence to company guidelines.
• Regularly review and update customer support content, FAQs, and knowledge bases to keep information current and useful.

What You Need to Succeed:

• Proven experience (minimum 3-5 years) in customer service, preferably within the gaming or tech industries.
• Demonstrated expertise in managing customer service platforms and tools.
• Excellent communication skills in English, both written and verbal.
• Strong problem-solving skills with a customer-first mindset.
• Ability to manage multiple tasks and adapt to a fast-paced, dynamic environment.
• Experience in mentoring or training junior team members is a plus.
• Familiarity with the mobile gaming industry and an understanding of typical player issues and trends.

Additional Skills & Attributes:

• Passion for gaming and a deep understanding of the mobile game ecosystem.
• Proactive, detail-oriented, and able to work independently as well as part of a team.
• Strong organizational skills and the ability to prioritize tasks effectively.
• Commitment to delivering exceptional customer experiences.

Benefits and Why You’ll Love Working With Us

• We Listen. Your voice matters. We value your ideas and suggestions, and we’re always evolving based on your input. Together, we build a culture of continuous improvement and collaboration.
• Our People. At Mon Co, you'll work alongside a dynamic, multicultural, and talented team that’s not just skilled, but also fun, supportive, and inspiring. You’ll be proud to work with people who value diversity and teamwork as much as you do.
• On the Edge of Innovation. Stay ahead of the curve. We work on cutting-edge technologies and trends, including Web3 and blockchain, empowering you to grow in an ever-evolving landscape.
• Flat Organisation. We believe in a true decentralised spirit. Whether you’re new or seasoned, everyone has an equal voice. We collaborate across all levels, fostering an open, transparent, and supportive environment where every team member contributes to our succes