Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver prompt and professional assistance to players regarding payments, accounts, and platform usage.

• Analyze intricate payment and account issues that go beyond automated support.

• Confirm payment status, determine root causes, and collaborate with internal teams for resolution.

• Differentiate between payment concerns, product defects, and game-related queries.

• Handle incoming requests while ensuring compliance with service level agreements (SLAs).

• Maintain clear and consistent communication throughout the entire lifecycle of each case.

• Prioritize and escalate issues with adequate context and supporting information.

• Identify recurring problems and report trends that impact product, payments, or user experience.

• Work together with Product, Engineering, and Payments teams to enhance support processes and minimize recurring issues.

• Assist in scaling support operations through process enhancements and automation.

⛳️ Requirements

• Background in customer support, technical support, user operations, or a related customer-facing role.

• Exceptional written and verbal English skills with clear and professional communication capabilities.

• Strong analytical and problem-solving abilities with a keen attention to detail and process discipline.

• Capability to articulate technical or operational issues in a straightforward, user-friendly manner.

• Flexibility to work in a shift-based schedule or adaptable hours.

• Preferred Qualifications

• Experience in gaming, mobile applications, or digital products.

• Experience in payments, fintech, or banking operations.

• Familiarity with customer support platforms such as Zendesk or Intercom.

• Understanding of payment flows, transaction lifecycles, and common payment challenges.

🏝️ Benefits

• World-class team – collaborate with seasoned professionals from around the globe who have developed products utilized by millions of players.

• High growth, high impact – join a rapidly expanding company where ideas transform into products that reach customers in days, not months.

• Autonomy and ownership – we empower individuals to make decisions, take initiative, and achieve results.

• Modern tools and technology – leverage AI, automation, and cutting-edge tools as part of your daily work routine.

• Equity – engage in the company's growth and long-term success.