<p>Hutch has been voted one of the Best Places to Work in the gamesindustry.biz awards for the last 3 years in a row! Since inception in 2011, we've entertained over 300 million mobile players across game titles including Rebel Racing, F1® Clash, Top Drives, and Hot Wheels: Race Off. We’re dedicated to growing the racing genre on mobile, and enabling communities of players worldwide to celebrate their passion for cars.</p><p>People make games, and our people are the heart and soul of Hutch. We’ve created a work environment that we’re proud of and enjoy spending time in. As a team, we work together and play together. We take on creative and technical challenges to make great games and have fun along the way.</p><p>Teams at Hutch have the freedom and responsibility to make the best decisions for the players, and we are committed to making their working lives as easy and as simple as possible.</p><p>We’ve created an award-winning culture for our 100+ world-class team members, housed in our main studio in Shoreditch, London, with wider studios situated in Dundee and Canada. In December 2020 Hutch was acquired by Modern Times Group (MTG) to further accelerate opportunities to build highly diverse automotive experiences on mobile.&nbsp;</p>

Hutch

Player Support Manager

Senior Game Analyst

CRM Manager

Lead Game Designer

As a Player Support Manager at Hutch, you'll be the primary contact between players and the development team for Top Drives.  Responsibilities include promptly responding to player inquiries, resolving complaints, processing refunds, and acting as the public face of the company.  You'll collaborate with QA and product teams, create FAQs, manage outsourced support, and provide exceptional service to VIP players.  You'll also analyze player behavior, contribute to in-game events, and localize content. This role demands strong communication, problem-solving, and attention to detail, along with proven experience in the games industry and helpdesk CRM systems.

<h2 id="job-description-title">Description</h2><div><p><strong>Player Support Manager | London | Full time</strong></p><p>We’re Hutch, a mobile games developer &amp; publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 280 million people, with new titles in development.</p><p>We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy.&nbsp;</p><p>Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way.&nbsp;</p><p>We believe in looking after our people, small empowered teams, complete transparency, test, learn repeat, community at the core and the freedom to focus on what truly makes a difference to our players.</p><p>We’re driven by our players! Come and Join the mission!</p><p></p><p><strong>Player Support Manager - Top Drives</strong></p><p>We’re looking for a Player Support Manager who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Head of Player Support, the role will focus on being the link between our players and the development team on one of our most successful titles, Top Drives. We're seeking someone who is passionate about delivering exceptional support experiences, solving problems with empathy, and building lasting trust with our community.</p><p></p><p><strong>Responsibilities</strong></p><ul> <li>Respond promptly and professionally to customer enquiries</li> <li>Handle and resolve customer complaints</li> <li>Perform and record customer refunds where appropriate</li> <li>Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers</li> <li>Provide feedback on the efficiency of the customer service process</li> <li>React to emerging issues and form policy with game teams</li> <li>Liase with QA and the product teams to assess the impact of product updates on customer experience and CS volume</li> <li>Create new FAQ content</li> <li>Scale outsourced teams as necessary</li> <li>Being the first point of contact for VIP players via our CRM system&nbsp;</li> <li>Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them</li> <li>Monitor the customer base for new VIP customer potential</li> <li>Localisation of presets and FAQ articles</li> <li>Make use of available technology to automate interactions with Players, both to gather information and respond to common queries</li> <li>Work alongside game teams to plan and execute in game events and promotions.</li> <li>Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.</li> </ul></div><section aria-labelledby="job-requirements-title" class="styles--3vx-H" data-ui="job-requirements"><h2 id="job-requirements-title">Requirements</h2><div><ul> <li>Proven experience working within the games industry</li> <li>Knowledge of helpdesk CRM systems (Helpshift, Zendesk or similar)</li> <li>Demonstrable communication skills (excellent written English)</li> <li>Problem solving</li> <li>Attention to detail and accuracy</li> <li>Strong mathematical skills</li> </ul><p></p><p><strong>Bonus points</strong></p><ul> <li>Racing genre gaming fan: PC, Console and especially Mobile</li> <li>Bi-lingual in any of the following languages (written and spoken) - German, French, Italian French, Spanish, Japanese,&nbsp;</li> <li>Familiarity with performance analytics</li> </ul></div></section><section aria-labelledby="job-benefits-title" class="styles--3vx-H" data-ui="job-benefits"><h2 id="job-benefits-title">Benefits</h2><div><p>Life at Hutch</p><p>Our HQ is in the heart of Shoreditch in central London. We have additional offices in Dundee and Mahone Bay, Nova Scotia. We're an agile, creative team with people at the core of our values. We reward our employees with;</p><ul> <li>Hutch is now a 4-Day Work Week company*</li> <li>Flexible working hours</li> <li>Remote working 2 days per week</li> <li>Excellent salary</li> <li>Private health care</li> <li>Enhanced Maternity (18 weeks) and Paternity leave (6 weeks)</li> <li>Access to mental health initiatives such as private mental health coaching</li> <li>Support to learn, develop and progress within Hutch</li> <li>Free snacks and drinks</li> <li>Social events, game launch parties, Thursday night drinks and much more</li> </ul><p></p><p>*This will mean that Hutch employees will work a maximum of 4 days per week (30 hours/week) Mon-Thurs, with zero reductions in pay (compared to a 5 day working week).</p><p></p><p>Our Values</p><ul> <li> <strong>Transparent</strong> - Being transparent and open helps us to be trusted and fosters integrity.</li> <li> <strong>Humble</strong> - When we are humble we show humility, we let go of egos and we are self-aware.</li> <li> <strong>Collaborative </strong>- We value teamwork, the spirit of collaboration and the results of working together.</li> <li> <strong>Driven</strong> - We have drive and ambition and always push for the best results rather than settling.</li> <li> <strong>Adaptable</strong> - Demonstrating the ability to adapt ultimately helps us grow and helps us thrive in different situations</li> </ul><p>We value diversity and as an equal opportunity employer we encourage applications from all suitable applicants. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.</p><p></p><p>Please see Hutch <a tabindex="0" data-role="button-link" class="button--2de5X button--14TuV tertiary--1JsWJ external" rel="nofollow noreferrer noopener" target="_blank" href="https://www.hutch.io/privacy/">Privacy Policy </a>for details on how Hutch uses your personal data.</p><p>Come and find out more about Hutch. We make racing games, but it’s not the only thing that drives us - <a tabindex="0" data-role="button-link" class="button--2de5X button--14TuV tertiary--1JsWJ external" rel="nofollow noreferrer noopener" target="_blank" href="https://www.hutch.io/">https://www.hutch.io/</a></p></div></section>

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<p>Check out our career opportunities at goo.gle/3DLEokh</p>

Data Engineer, Google Trust and Safety

<div jscontroller="iYVHDc" class="DkhPwc" jsname="tIk9qd" data-id="122758719439020742" jsaction="A6AxKc:CXOOvf;"><div class="KwJkGe"><h3>Minimum qualifications:</h3><ul>
<li>Bachelor's degree or equivalent practical experience.</li>
<li>5 years of experience in digital media, sales, marketing, or product roles.</li>
<li>2 years of experience in data management or its integration into media buys.</li>
<li>Ability to communicate in Hebrew fluently in order to interact in this customer-facing sales role.</li>
</ul><br><h3>Preferred qualifications:</h3><ul>
<li>Experience in advanced data analysis and web analytics/SEO, or digital advertising such as programmatic media and advanced search marketing.</li>
<li>Experience in data integration and media/attribution strategy.</li>
<li>Experience in business development, client relationships.</li>
<li>Knowledge of Google Media Platforms, including Google Ads, Search Ads 360, and Display and Video 360.</li>
<li>Excellent client-service and problem-solving skills.</li>
</ul></div><div class="aG5W3"><h3>About the job</h3><p>Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.</p>
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<li>Advise and support on privacy-preserving customer data solutions and future-proofing customers’ measurement set-up in line with industry evolution on consent, cookies, usability, and tracking transparency.</li>
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