Customer Support Specialist

We’re looking for a passionate and empathetic Customer Support Specialist to join our team and be the voice of our players. If you love games, understand the value of great player experiences, and are driven to solve problems and improve systems, this role is for you.

You’ll handle inquiries, troubleshoot issues, and ensure our players feel heard, valued, and supported—whether they’re stuck on a level or reporting a bug.

• Provide fast, friendly, and effective support via email, live chat, and in-game ticketing systems.
• Troubleshoot technical issues across platforms (mobile, web) and escalate when necessary.
• Collect and report player feedback and recurring issues to the Product, QA, and Dev teams.
• Contribute to and update knowledge base articles and FAQs.
• Collaborate with community managers and game producers to align support with live ops and feature rollouts.
• Maintain KPIs such as response time, satisfaction score (CSAT), and first contact resolution.
• Participate in weekend and holiday shifts on a rotating basis, as needed.

• 1–3 years of experience in customer support, ideally in gaming, tech, or SaaS.
• Strong written and verbal communication skills in English (additional languages are a plus).
• Passion for gaming and deep understanding of game mechanics, player behavior, and online communities.
• Familiarity with tools like Zendesk, Helpshift, Intercom, or similar platforms.
• Basic technical troubleshooting skills (e.g., network issues, account access).
• Excellent emotional intelligence and conflict resolution abilities.

• Experience in a gaming studio or live ops environment.
• Knowledge of platforms like Discord, Reddit, and Steam communities.
• Understanding of bug tracking systems (e.g., JIRA).
• Ability to identify UX pain points and suggest improvements.