Customer Support Specialist

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

📋 Description

• Develop and execute customer support policies, procedures, and service standards that establish the benchmark for player experience.

• Lead and manage the game's customer support initiatives to deliver outstanding service to our players, starting with hands-on involvement in daily ticket resolution.

• Evaluate customer feedback to uncover trends and insights, converting them into actionable recommendations for the game development team.

• Collaborate closely with the QA, data, community, and game development teams to ensure a unified and seamless player experience.

• Create and sustain a knowledge base along with self-service resources for players.

• Oversee and escalate complex or sensitive customer issues as necessary.

• Provide regular reports on customer support metrics, objectives, and key initiatives.

⛳️ Requirements

• A minimum of 2 years of demonstrated experience in customer support, ideally within the gaming or entertainment sector, or a technology-driven environment.

• A strong passion for gaming and a deep understanding of the needs of mobile game players.

• Exceptional communication and leadership abilities, with a talent for motivating and guiding a team when required.

• Familiarity with customer support software and CRM systems; experience with Zendesk is highly advantageous.

• Background in customer support with native English-speaking clients.

• Strong analytical and problem-solving skills with a natural aptitude for critical thinking.

• Comfortable utilizing and integrating AI tools into workflows to enhance efficiency and quality.

🏝️ Benefits

• Best-in-class compensation

• Other benefits according to the country you reside