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Scaling Excellence: A Deep Dive into Player Experience Leadership with Rustam Kuramshin

In the latest episode of the Player Engage podcast, we had the pleasure of hosting Rustam Kuramshin from AppQuantum, a seasoned expert in player support. Rustam shared a wealth of knowledge from his eight years in the industry, discussing the intricacies of player support and the importance of creating a seamless player experience. From the evolution of customer support in gaming to the role of AI and automation, Rustam provided valuable insights into the current landscape and future of player engagement. Listeners will find Rustam's discussion on the day-to-day operations of a player support lead particularly enlightening, as he delves into the challenges of scaling support teams and the significance of understanding player needs. His personal anecdotes and experiences offer a unique perspective on the growth and development within the field. Discover Rustam's journey from a support agent to a player support lead and the lessons learned along the way. Learn about the shift from email to in-app player support and the impact of AI and automation on the industry. Gain insights into the importance of communication skills and product knowledge in delivering exceptional player support. For those eager to dive deeper into the world of player support and experience, this episode is a treasure trove of information. To uncover the full scope of Rustam's expertise and the strategies employed at AppQuantum, tune in to the Player Engage podcast. Your next level of understanding in creating unforgettable player experiences awaits. 00:00 Introduction & Social Media Plug 00:11 Upcoming Events & GDC 00:32 Podcast Focus & Collaboration 00:46 Guest Introduction: Rustam Karamshin 01:12 Rustam's Background in Player Support 01:40 Are you a gamer still? And what are the games that you're playing right now? 02:21 Responsibilities & Team Structure 03:23 Career Aspirations & Coaching 04:39 Planning & Organization Strategies 06:04 Quality Control Integration 07:16 Team Meetings & Feedback Importance 08:16 Career Evolution & Support Shift 09:58 Scalability & Technological Adaptation 11:30 Player Journey & Experience Significance 12:52 Automation & AI in Support 14:44 Staying Informed on Customer Success 16:09 Efficient Issue Resolution & Workflows 18:13 Workload Management & FTE Needs 19:10 Acting on Player Feedback 20:33 Communication with Product Teams 22:08 In-App Support & Data Management 23:53 Improving Support Systems 25:28 Feedback & Continuous Improvement 26:49 Gaining Inspiration from Other Games 28:23 Adapting FAQ Formats 30:10 Support through Various Channels 33:35 Team Innovation & Achievements 35:28 Future Career Steps & Technology Integration 37:45 Skills for Success in Player Support 39:18 Patience & Professionalism with Players 40:47 Continuous Learning & Adaptation 42:35 Conclusion & Next Episode Teaser