Customer Support Representative

Customer Support Representative

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client's time zone.

Our client is an innovative game development company focused on delivering engaging gaming experiences and providing high-quality support to its player community. They are seeking a dedicated Customer Support Representative to manage player inquiries, troubleshoot issues, support app store review management, and collaborate with internal teams to improve the overall player experience.

Role Overview

As the Customer Support Representative, you will be responsible for providing timely and professional support to players through Zendesk while helping identify, document, and escalate technical issues.

You will handle billing, account, and bug-related inquiries, manage player reviews across the Apple App Store and Google Play Store, assist with QA smoke testing, and collaborate with QA and development teams to resolve customer-reported issues.

This role is ideal for someone who is detail-oriented, tech-savvy, comfortable troubleshooting digital products, and interested in working within the gaming industry.

Location

Fully Remote (Work from Home) | Tuesday–Saturday, 10 AM–7 PM PST with a 1-hour lunch break

Key Responsibilities

Customer Support & Player Experience

• Provide prompt and professional email support to players through Zendesk.
• Respond to billing, account, bug, and other customer inquiries while maintaining a positive player experience.
• Troubleshoot customer concerns and provide accurate information based on available support resources.
• Maintain timely response times and contribute to strong customer satisfaction.

Technical Issue Reporting & QA Support

• Identify potential technical issues and bugs reported by players.
• Document and report technical issues through Jira or similar task management platforms.
• Collaborate with the QA team to provide relevant information and support issue resolution.
• Familiarize yourself with game mechanics and features to conduct QA smoke tests and identify potential issues.
• Track reported issues and provide appropriate follow-up when necessary.

App Store Review Management

• Monitor player reviews across the Apple App Store and Google Play Store.
• Respond professionally and constructively to player feedback and concerns.
• Identify recurring themes or issues within app store reviews and communicate relevant findings internally.
• Help maintain a positive and responsive presence across app store channels.

Knowledge Base & Documentation

• Assist with maintaining and updating customer support documentation.
• Keep player-facing FAQs accurate, relevant, and aligned with current game functionality.
• Identify opportunities to improve documentation based on recurring customer questions and support issues.

Cross-Functional Collaboration

• Communicate customer concerns and recurring issues to internal teams through Slack.
• Work closely with QA and development teams to support resolution of customer-reported problems.
• Share relevant player feedback that can contribute to product and support improvements.
• Maintain clear communication across teams when escalating or following up on technical issues.

Qualifications

Experience

• 2+ years of experience in customer support, preferably within gaming, technology, software, or another online product environment.
• Experience providing ticket-based customer support using Zendesk or a similar CRM platform.
• Experience managing FAQs, customer support documentation, or knowledge base content.
• Experience with Apple App Store and Google Play Store review management is highly advantageous.
• Previous experience supporting gaming products is preferred.

Skills

• Has strong written communication skills and can provide clear, professional, and helpful responses to customer inquiries.
• Is proficient with Zendesk or similar customer support platforms and can effectively manage tickets, customer inquiries, FAQs, and support workflows.
• Is comfortable using Jira or similar task management tools to accurately document, escalate, and track technical issues.
• Can use Slack or similar collaboration platforms to communicate customer concerns and coordinate effectively with internal teams.
• Can quickly learn game mechanics, features, and digital environments to troubleshoot player issues and assist with QA smoke testing.
• Has experience or familiarity with supporting online products, software, mobile applications, or similar digital experiences.
• Can effectively manage player reviews and feedback across platforms such as the Apple App Store and Google Play Store.
• Familiarity with mobile and PC gaming environments, platforms, and stores is considered a plus.

Mindset & Attributes

• Fast learner who can quickly become familiar with game mechanics and product features.
• Highly organized, detail-oriented, and responsive when handling customer inquiries.
• Customer-focused with a commitment to delivering a positive player experience.
• Tech-savvy and comfortable investigating and communicating technical issues.
• Collaborative and comfortable working closely with QA and development teams.
• Flexible and adaptable when support priorities or demands change.
• Passion for or familiarity with gaming is considered a plus.
• Additional language skills are considered advantageous.

What Success Looks Like

• Player inquiries receive timely, accurate, and professional responses.
• Customer satisfaction remains strong and is reflected in CSAT performance.
• Technical issues are accurately documented and communicated to QA and development teams.
• QA smoke testing helps identify potential issues affecting the player experience.
• App store reviews receive thoughtful and constructive responses that support a positive brand presence.
• Customer support documentation and FAQs remain accurate and useful.
• Internal teams receive clear information regarding recurring customer concerns and technical issues.
• Collaboration between Customer Support, QA, and Development contributes to efficient issue resolution.

Opportunity

This is an opportunity to join an innovative gaming company and play a direct role in supporting its player community. You will work across customer support, technical issue reporting, QA support, app store management, and internal collaboration while helping improve the overall player experience.