Customer Experience Agent - Portugal

We are seeking a detail-oriented, empathetic, and proactive Customer Experience Agent to join our team. In this role, you’ll handle player inquiries, troubleshoot issues, and share feedback to improve the game experience. You will be the bridge between our players and the development team, ensuring a smooth, enjoyable experience for all.

Key Responsibilities:

● Respond to player inquiries via email, in-app chat, and app store reviews with friendliness, clarity, and professionalism.

● Troubleshoot technical issues and provide guidance to players.

● Escalate complex problems to the development or QA teams and ensure they are resolved promptly.

● Gather player feedback and share insights to help shape game improvements.

● Monitor recurring issues and suggest improvements to the game or support processes.

● Stay informed on game features, updates, and policies to provide accurate, up-to-date support.

● Actively participate in team meetings and contribute ideas for enhancing the player experience.

Requirements:

● Previous experience in customer support (experience in the gaming or tech industry is a plus).

● Basic troubleshooting knowledge for iOS and Android devices.

● Exceptional written and verbal communication skills in English (additional languages are a bonus).

● Strong empathy and patience when handling player concerns.

● Excellent problem-solving skills with the ability to think creatively when needed.

● High level of organization and attention to detail.

● Proactive attitude and a commitment to delivering outstanding player support.