Senior Support & Compliance Agent

Description

Play Perfect is a fast-growing mobile gaming company that provides entertainment to millions of users around the world. The company is headquartered in Tel Aviv.

With a team of talented and passionate developers, designers, industry experts and gamers, Play Perfect is at the forefront of creating immersive gaming experiences that engage players on a whole new level.

As we continue to grow, we are looking for a Senior Support & Compliance Specialist (Escalations Specialist) to join our Support team.

In this role, you will serve as a key escalation point, handling complex player cases, ensuring regulatory compliance, and supporting the team with professional guidance and problem-solving.

Responsibilities

• Act as the main point of contact for player escalations and manage complex cases end-to-end.
• Provide guidance and support to Support Agents on escalated and sensitive issues.
• Collaborate closely with internal teams (Compliance, Payments, Product, etc.) to resolve escalations efficiently.
• Handle advanced financial, KYC, and compliance-related cases with high accuracy.
• Analyze escalated cases to identify trends, risks, and process gaps, and drive improvements.
• Ensure clear documentation and communication of escalated cases and resolutions.
  
  

• 2+ years of experience in customer support, operations, or compliance, with proven experience handling escalations.
• Native / Fluent level English (verbal and written).
• Strong problem-solving and decision-making skills.
• Highly data-oriented with a strong analytical mindset
• High attention to detail and strong organizational abilities.
• Customer-focused mindset with the ability to handle sensitive situations professionally.
• Ability to work independently and manage multiple priorities.
  
  

• Experience using Zendesk, including Explore or other CRM systems.
• Fluency in Hebrew.