Responsibilities
- Respond to player emails, in-app tickets, and Play Store/App Store reviews with empathy, accuracy, and professionalism.
- Handle Clubs moderation tasks, ensuring all player interactions comply with our community guidelines and code of conduct.
- Maintain high CSAT (Customer Satisfaction), Quality scores, and meet defined service-level goals (SLAs).
- Identify recurring player pain points and report them to the product and development teams for improvement.
- Document, track, and escalate complex cases requiring further investigation.
- Adapt to shift schedules, including weekends and holidays, based on operational needs.
Requirements
- 1+ years of experience in customer support or moderation, preferably in the gaming industry.
- Strong written and verbal communication skills in Spanish, English, and Hindi.
- Experience using CRM and ticketing tools (e. g., Zendesk, Freshdesk, Helpshift).
- High level of ownership, attention to detail, and a strong bias for action.
- Ability to work under pressure in a fast-paced environment.
- Flexibility to work rotational shifts, including night shifts, weekends, and holidays.
- Basic understanding of support analytics and reporting.
- A passion for gaming and a genuine desire to create delightful player experiences.
This job was posted by Sushmita Bharti from Gameberry Labs.
