Customer Support / Localization Specialist

Customer Support/Localisation Specialist | Remote | 6 Month Contract

We’re Hutch, a mobile games developer & 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 300 million people, with new titles in development.

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.  

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. 

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.

We’re driven by our players! Come and Join the mission!

Customer Support/Localisation Specialist

Hutch is looking for an experienced Customer Support/Localisation Specialist to join the team on an initial 6 month contract. We're looking for someone who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Player Support Manager, the role will mainly focus on Customer Support, interacting with VIP players, helping supervise vendor managed agents, localisation and ad hoc tasks.

Responsibilities

• Respond promptly and professionally to customer enquiries.
• Handle and resolve customer complaints.
• Perform and record customer refunds where appropriate.
• Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers.
• Provide feedback on the efficiency of the customer service process.
• Being the first point of contact for VIP players via our CRM system .
• Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them.
• Monitor the customer base for new VIP customer potential.
• Localisation of presets and FAQ articles.
• Localisation quality assurance as organised by the localisation manager.
• Work alongside game teams to plan and execute in game events and promotions.
• Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.
• Respond to player reviews on platform app stores (iOS/Android).

• Previous experience in customer support or community management role in the tech or games industry.

• Bi-lingual in any of the following languages (written and spoken) - German, Italian, Russian, Chinese, Korean. 
• Knowledge of helpdesk CRM systems (helpshift, zendesk or similar).
• Demonstrable communication skills (excellent written English).
• Problem solving.
• Attention to detail and accuracy.
• Willingness to work one day at the weekend.

Bonus points

• Racing genre gaming fan: PC, Console and especially Mobile.
• Familiarity with performance analytics.
• Strong mathematical skills.

Life at Hutch

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. 

Our Values

• Transparent - Being transparent and open helps us to be trusted and fosters integrity.
• Humble - When we are humble we show humility, we let go of egos and we are self-aware.
• Collaborative - We value teamwork, the spirit of collaboration and the results of working together.
• Driven - We have drive and ambition and always push for the best results rather than settling.
• Adaptable - Demonstrating the ability to adapt ultimately helps us grow and helps us thrive in different situations

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.

Please see Hutch Privacy Policy for details on how Hutch uses your personal data.

Come and find out more about Hutch. We make racing games, but it’s not the only thing that drives us - https://www.hutch.io/