Customer Success Associate

Position Summary

The Customer Success Associate I (Player Moderation) is an entry-level role dedicated to upholding community standards and ensuring a safe, fair, and inclusive environment for our gaming community. This specialized position focuses on the high-volume intake, review, and resolution of player-submitted reports regarding Code of Conduct violations (e.g., harassment, cheating, hate speech, and toxic behavior).

Because this role centers predominantly on a singular, critical objective, the daily workflow involves processing highly repetitive queues of player reports. Success requires excellent focus, strong emotional resilience, a high tolerance for routine tasks, and the ability to maintain objective judgment over prolonged periods.

Primary Responsibilities

• Customer Support & Issue Resolution: Respond promptly and professionally to customer inquiries via email, chat, and other communication channels.

• Report Intake & Queue Management: Efficiently manage and process a continuous, high-volume queue of incoming player reports regarding behavioral and policy violations.

• Content Moderation & Evaluation: Review submitted evidence including text logs, voice reports, user profiles, and behavioral data, and objectively evaluate them against the company’s established Code of Conduct.

• Technical Troubleshooting: Diagnose and resolve basic technical issues on PCs, PlayStation (Sony), and Xbox (Microsoft) consoles to ensure player satisfaction.

• Escalation Management: Correctly identify complex or unresolved issues and escalate them to Tier II associates or management with thorough documentation.

• Knowledge Building: Participate in training sessions and team meetings to continually enhance your product knowledge and support skills.

• Documentation & Record Keeping: Maintain detailed, accurate records of customer interactions, resolutions, and feedback.

• Team Collaboration: Partner with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates.

• Knowledge Base Contribution: Help improve internal and external resources by identifying common customer pain points and suggesting content updates.

Core Competencies

• Behavioral: Ability to follow established guidelines and procedures while effectively communicating task progress, challenges, and outcomes.

• Technical: Foundational knowledge of day-to-day operations, tools, and systems. Ability to independently complete routine tasks with minimal supervision.

• Leadership & Culture: Promotes a collaborative and inclusive work environment using active listening, empathy, and strong problem-solving skills.

• Business Acumen: Understanding of basic project or product development stages (planning, execution, delivery) and adherence to company policies.

Required Qualifications & Skills

• High School diploma or equivalent.

• Must be 18 years of age or older.

• 1–2 years of experience in customer service or a related role (relevant internship experience is acceptable).

• Reliable and flexible to work scheduled shifts, including weekends and holidays.

• Excellent written and verbal communication skills in English.

• Strong analytical skills, sharp attention to detail, and a creative approach to problem-solving.

• A positive attitude, dependability, and a passion for working collaboratively in a team environment.

Technical & Physical Requirements

• Tech Savvy: Basic technical proficiency with PCs and modern gaming consoles. Familiarity with MS Office and Google Workspace tools.

• Physical Demands: Ability to lift up to 20 lbs. occasionally (assisted or unassisted); ability to stand, sit, and walk for prolonged periods; ability to move between separate floors as needed in the office environment.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.

2K is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Employment at 2K is considered at-will, except where prohibited by state legislation. Compensation and job postings may include disclosures required under state pay transparency laws.

2K is an Equal Opportunity Employer, committed to creating an inclusive work environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.