Job Description:
• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to the correct internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain confidentiality, data privacy, and information security standards
Requirements:
• Excellent written and verbal communication skills in English
• Genuine interest in video games across different platforms, genres, or communities
• Strong attention to detail and ability to follow documented processes accurately
• Player-focused mindset and professional approach to support
• Ability to investigate issues, identify the correct next step, and escalate when needed
• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems
• Ability to work flexibly and collaboratively within a global team
• Quick to adapt to new games, updates, tools, policies, and workflows
• Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required
• Experience with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools is advantageous
• Experience with Microsoft Office, Google Workspace, or similar productivity tools is advantageous
• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces is advantageous
• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities is advantageous
• Experience working against quality, SLA, productivity, or CSAT targets is advantageous
• Additional languages are advantageous
• English proficiency required
• Comfortable working flexible shifts, including weekends and public holidays
Benefits:
• Training on the games, tools, and workflows used
• Chance to develop skills in player support, escalation handling, reporting, and quality
• Experience working with international teams and global gaming projects
• Fast-paced, multicultural team environment
• Opportunities to grow knowledge of player experience and gaming support operations