Customer Support Escalation Specialist

Papaya is one of the world's fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps. The company is headquartered in the heart of Tel Aviv.

Love to play games? Want to join an exciting gaming startup?

We are looking for a team player, a quick learner who likes to think outside the box and is a motivated multi-tasker to join our team as a Customer Support Escalation Specialist.

Responsibilities:

• Be the point of contact for escalated customers, including customers who have filed legal complaints or taken other external actions requiring extensive support.
• Assist management in investigating, researching, and addressing escalated complaints.
• Provide a thorough explanation of the situation, including recommended solutions.
• Provide comprehensive information regarding the products and services offered by Papaya.
• Work closely with other departments to solve our players' issues.

Requirements:

• 2 years of Customer Support (emails/chat) as an Escalation Specialist / Tier 3 agent - a must! (bonus points if it was a Gaming or a B2C Payments company).
• English proficiency (both spoken and written) - mother tongue level - a must.
• A service-oriented, customer-centric personality with the ability to ensure customer engagement by managing support queries within standard SLAs.
• The ability to address complex complaints and resolve conflict professionally and decisively.
• Ability to work independently under general supervision with considerable latitude for initiative and independent judgment.
• Team player with strong troubleshooting and problem-solving skills.
• Have a can-do approach - be creative and committed to contributing ideas and practical solutions to the team.
• Strong ability to navigate through multiple applications and platforms simultaneously.
• High attention to detail and ability to perform well in a high-pressure environment.
• Experience with payment processors - an advantage.