Player Insight Support

Key Responsibilities

1. Player Support & De-Escalation

• Deliver empathetic, prompt, and high-quality player support via chat, email, and community ticketing channels on behalf of the client.
• De-escalate challenging player interactions while maintaining a professional, calm, and brand-appropriate tone.
• Maintain a professional, brand-appropriate tone across all player communications, public reviews, and store feedback
• Handle complex account management inquiries and billing/in-app purchase (IAP) dispute resolutions.
• Assist in maintaining player-facing FAQs and help center content to support self-service player resolution.

2. Technical Troubleshooting & Client QA Coordination

• Perform technical troubleshooting directly with players to gather detailed diagnostic info regarding bugs and game performance.
• Document, format, and escalate technical issues and bug reports clearly to the client’s Quality Assurance (QA) team.
• Independently ask the right probing questions during player troubleshooting to minimize unnecessary escalations to client QA/CMs.
• Quickly get up to speed on the game mechanics, feature releases, patch updates, and technical changes.

3. Operations & Process Efficiency

• Utilize support suite tools (e.g. Zendesk triggers, macros, automations, and bulk actions) to manage volume efficiently without sacrificing resolution quality.
• Help maintain internal knowledge bases and "sources of truth" for customer service standards across the support team.
• Communicate effectively across internal and client channels (Slack, Discord) with both client teams and internal leadership.

Requirements & Qualifications

Tool Proficiency

Proven hands-on experience with Zendesk, Jira, Slack, and Discord.

Support Domain

Experience handling technical support, account recovery, and billing/financial inquiries.

Customer Service Skills

Exceptional written English communication; strong ability to de-escalate and maintain a calm demeanor under volume.

Technical Aptitude

Detail-oriented mindset capable of understanding game bugs, hardware specs, and logging clean reports for QA.

Agility & Curiosity

Ability to quickly learn new game titles, technical tools, and workflow updates independently.