Company Description Matiks is a competitive brain training platform designed to turn casual practice into engaging, high-pressure play. Instead of quiet, passive puzzles, Matiks focuses on live duels, global leaderboards, and streaks that keep players coming back and noticing real changes in how they think. The platform combines logic, puzzles, and mental math in a single arena, with players competing 1v1 against others from over 50 countries.

Matiks is built for people who value consistency, measurable progress, and a game-like environment that makes cognitive training both challenging and rewarding.

Role Description The User Support Lead at Matiks will oversee day-to-day user support operations, ensuring fast, clear, and empathetic responses to player inquiries and issues. This role will manage support channels, track and resolve technical and account-related problems, and collaborate with product and engineering teams to surface recurring user feedback.

The User Support

Lead will develop and refine support processes, create help center content and FAQs, and use data to improve response quality and user satisfaction. The position involves mentoring and coordinating support staff as the team grows, and representing the voice of the player in internal discussions. This is a full-time, on-site role based in Bengaluru.

Qualifications





- Strong user support and customer service skills, including handling inquiries, troubleshooting issues, and maintaining a user-first mindset.
- Experience with support tools and workflows, such as ticketing systems, live chat, email support, and creating knowledge base or FAQ content.
- Demonstrated ability to analyze user feedback and support metrics, identify patterns, and propose improvements to processes and product features.
- Effective communication skills, with clear written and verbal English and the ability to explain complex issues in simple, helpful terms.
- Proven experience leading or coordinating a small team, including setting priorities, providing guidance, and ensuring consistent service quality.
- Comfort working closely with product, design, and engineering teams to relay user insights and support smooth issue resolution.
- Strong organizational skills, attention to detail, and the ability to manage multiple conversations and tasks in a fast-paced setting.
- Prior experience in gaming, edtech, or consumer apps is a plus, along with familiarity with mobile app ecosystems and online communities.
- Bachelor’s degree in any discipline or equivalent practical experience; a background in business, communications, psychology, or related fields is beneficial.

📌 User Support Lead (Bengaluru)
🏢 Matiks
📍 Bengaluru