Customer Service Agent--Remote (TH-M, 2-7 PM)

FlowPlay is a dynamic game studio that has been creating community-focused virtual worlds since 2007, with a large global player base and multiple game worlds that span mobile and desktop platforms. FlowPlay has built an incredible team over the years, with an average employee tenure of over 8 years. As we continue to grow and innovate, we're excited to offer new opportunities for career advancement within our organization. We're currently seeking a part-time Customer Service Concierge to join our Social Casino team and help us deliver unparalleled service to our valued players.

What you’ll do:

On our Social Casino team, you will have a unique opportunity to learn about our games, use a wide variety of tools, and hone your customer service skills. As the first line of contact for our players, we represent the company and the games; you will advocate for the players’ experience and give a voice to their concerns. We're looking for individuals who are passionate about helping others, excel at problem-solving, and find fulfillment in creating positive outcomes for our customers.

As a Customer Service Concierge, you'll have the opportunity to make a tangible impact on our operations and our players' experiences. You'll work closely with the rest of the team to turn negatives into positives as you seek the best solution for our customers, both internal and external.

This is a remote position open to candidates located anywhere in the United States. Please note that due to regulations, we are unable to consider applicants based outside of the U.S. at this time.

About the Role:

The Customer Service Concierge at FlowPlay is a part-time, remote position responsible for providing real-time support to players of our social casino platforms via chat using Zendesk. This role requires proficiency in Zendesk or a similar customer support management tool, excellent written communication skills, quick problem-solving abilities, and a commitment to player satisfaction. The person in this role will serve as a friendly and efficient frontline representative, addressing immediate player concerns and ensuring a positive gaming experience.

The schedule for this role is Thursday-Monday 2pm-7pm PST (25hrs/wk).

Key Responsibilities:

• Respond promptly and professionally to player support inquiries via chat, phone, and email contacts in Zendesk
• Communicate effectively, both written and verbally, to ensure smooth resolution of various customer issues and to address a range of player questions and concerns regarding game mechanics and features
• Work collaboratively with other support specialists to resolve customer questions and concerns
• Handle time-sensitive player complaints about in-game interactions and conduct
• Document all player interactions accurately within the Zendesk system
• Use Zendesk's knowledge base to quickly access and provide accurate information to players
• Escalate complex issues to appropriate teams or supervisors using Zendesk's ticket management system
• Provide feedback to the team on common player issues or suggestions through Zendesk reports
• Stay updated on game features and company policies to provide accurate information to players
• Contribute to the maintenance and improvement of the Zendesk knowledge base
• Participate in virtual team meetings and training sessions to improve service quality

Performance Expectations:

• Maintain high levels of player satisfaction through efficient and effective real-time problem resolution
• Meet or exceed targets for chat response times and resolution rates as measured by Zendesk analytics
• Demonstrate thorough knowledge of FlowPlay's games, policies, and Zendesk functionalities
• Consistently provide clear, concise, and friendly written communication to players
• Show initiative in identifying and suggesting improvements to the chat support process using Zendesk insights

Required Skills and Competencies:

Technical skills:

• Proficiency in Zendesk/ similar CRM or ability to quickly learn and master the platform
• Familiarity with customer service chat platforms
• Basic troubleshooting skills for common technical issues
• Fast typing speed and accuracy for real-time chat communication

Soft skills:

• Excellent written communication skills with attention to grammar and tone
• Strong problem-solving and decision-making abilities
• Ability to multitask and handle multiple chat conversations simultaneously
• Patience and empathy when dealing with frustrated players
• Ability to remain calm and professional in challenging situations

Additional skills (preferred but not required):

• Experience with social casino or online gaming platforms
• Knowledge of responsible gaming practices
• Familiarity with chat etiquette and best practices

Other Requirements:

• High school diploma or equivalent
• Previous customer service experience, preferably in online chat support using Zendesk
• Ability to work flexible part-time hours, including evenings and weekends as needed
• Strong interest in gaming and understanding of player perspectives
• Reliable internet connection and quiet work environment for remote work
• Comfortable working independently in a virtual team setting

Join the team!

At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy.

Compensation will be a range of $16-20 per hour, depending on experience. This is a part-time role, and does not qualify for medical benefits. We do offer 401k with a 4% match for all employees.