Customer Service Representative (m/f/d) - Russian speaking

Join our Customer Support Team at Travian Games to provide excellent player support for our global community. You will handle inquiries, troubleshoot technical problems, report bugs, and use AI tools to enhance efficiency. Your role involves maintaining support materials, gathering player feedback, and contributing to an improved player experience. We are looking for someone with strong communication, technical understanding, and a solution-oriented mindset to ensure players enjoy every adventure to the fullest.

Must Have

• Provide player support via ticketing system.
• Troubleshoot technical problems for players.
• Identify and report recurring bugs.
• Utilize AI tools for support tasks.
• Maintain and share support knowledge.
• Gather player feedback for game development.
• Experience in customer service or community management.
• Fluent in Russian and English, German B1.
• Strong gaming knowledge.
• Technical problem-solving skills.
• Empathetic and clear communication.
• Organized and detail-oriented.
• Proactive and solution-oriented.

Perks & Benefits

• Value-driven environment
• Modern office in Munich with underground parking and public transport connections
• Hybrid work model (at least three days per week in office)
• Up to 35 vacation days
• Half a day off on Christmas Eve and New Year’s Eve
• Deutschlandticket
• Wellpass
• Language courses
• Urban Sports Club membership
• Free drinks, fruits & snacks
• Regular company events
• Hardware of Choice (Windows or Mac)

A fantastic game world deserves great support – and that’s where you come in! Join our Customer Support Team and help our players enjoy every adventure to the fullest – whether they have questions about gameplay, technical issues, or payment matters. As part of our international support team, you’ll be the first point of contact for our global community. With your strong communication skills, technical understanding, and solution-oriented mindset, you’ll turn every interaction into a positive experience. You’ll also identify recurring issues early on and share insights with other teams to continuously improve our player experience.

Your Quest

• Player Support: Handle player inquiries regarding gameplay, account, or technical topics through our ticketing system – quickly, accurately, with empathy and professionalism.
• Troubleshooting: Guide players through technical problems step by step until the issue is resolved.
• Bug Reporting: Identify, document, and escalate recurring technical or gameplay issues to the relevant internal teams.
• AI Assistance: Use modern AI tools to make your work easier – from writing and translation to research.
• Knowledge Management: Keep support materials up to date and share your know-how within the team.
• Feedback & Insights: Gather player feedback and provide valuable insights to our game development teams.

Your Skills

• Customer Support Background: You bring experience in customer service, ticket handling, or community management.
• Language Skills: Fluent in Russian and English; German at least B1 level.
• Gaming Enthusiast: You understand gameplay mechanics and have a good sense of gaming culture.
• Technical Aptitude: You can analyze and resolve common technical problems confidently and guide players effectively.
• Communication & Empathy: You understand what matters to our players and respond in a clear, kind, and helpful way.
• Organizational Skills: You work in a structured and detail-oriented manner and stay on top of multiple requests.
• Proactive & Solution-Oriented Approach: You take initiative, think ahead, and actively contribute to improving the overall player experience.
• Use of AI Tools: You embrace modern AI tools to increase efficiency, speed up research, and optimize your responses.

Your Benefits

• Exciting Projects: A value-driven environment where collaboration and personal development truly matter.
• Modern Workplace: A stylish office in Munich with underground parking and great public transport connections.
• Hybrid Work Model: A mix of office work (at least three days per week) and remote flexibility.
• Generous Time Off: Up to 35 vacation days, plus half a day off on Christmas Eve and New Year’s Eve.
• Benefits: Deutschlandticket, Wellpass, language courses, Urban Sports Club membership, free drinks, fruits & snacks, and regular company events.
• Hardware of Choice: Windows or Mac

Career level

Professional

Working time

Full time

Employment type

Permanent employment