Customer Support / Localization Specialist

5 Days ago • All levels • Localization

Job Summary

Job Description

Hutch seeks an experienced Customer Support/Localization Specialist for a 6-month contract. Responsibilities include promptly responding to customer inquiries, resolving complaints, processing refunds, acting as the company's primary contact for VIP players, managing vendor agents, localizing game content, and providing feedback on customer service processes. The role also involves monitoring player reviews, collaborating with game teams on events, and building customer profiles. Experience in customer support within the tech or gaming industry is essential, along with fluency in a language other than English (German, Italian, Russian, Chinese, or Korean).
Must have:
  • Customer support experience in tech/gaming
  • Bilingual (German, Italian, Russian, Chinese, or Korean)
  • Helpdesk CRM system knowledge
  • Excellent written and verbal communication
  • Problem-solving and attention to detail
Good to have:
  • Racing game fan
  • Performance analytics familiarity
  • Strong mathematical skills

Job Details

Description

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).

Requirements

  • 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.

Benefits

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/

Similar Jobs

ZiMAD - PR Manager (Part-time)

ZiMAD

(Remote)
1 Month ago
NVIDIA - Manufacturing Engineer

NVIDIA

Shenzhen, Guangdong Province, China (On-Site)
4 Weeks ago
NVIDIA - Senior Chip Architect

NVIDIA

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Month ago
Fluence - Lead Engineer - Battery Module

Fluence

Houston, Texas, United States (Hybrid)
5 Months ago
Onward Search - Marketing Coordinator

Onward Search

New York, New York, United States (On-Site)
2 Months ago
Universally Speaking - Russian Games Tester

Universally Speaking

Community Of Madrid, Spain (On-Site)
2 Weeks ago
Streamline Media Group  Inc  - Japanese Interpreter

Streamline Media Group Inc

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
8 Months ago
Nintendo - Sr Audio Algorithms Software Engineer (NTD)

Nintendo

Redmond, Washington, United States (On-Site)
8 Months ago
Keywords Studios (Player Support) - Spanish Game Linguist

Keywords Studios (Player Support)

Catalonia, Spain (On-Site)
6 Days ago
Amber - Localization Quality Assurance with Czech

Amber

Montreal, Quebec, Canada (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Smarsh - Software Engineer III

Smarsh

India (Hybrid)
5 Months ago
The Walt Disney Company - Slate Management Senior Associate

The Walt Disney Company

Santa Monica, California, United States (On-Site)
1 Week ago
N-iX - Senior .NET Engineer

N-iX

Poland (Hybrid)
1 Week ago
Techland - UE5 Game Programmer

Techland

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
3 Weeks ago
Overwolf - Frontend Developer

Overwolf

Nottingham, England, United Kingdom (On-Site)
5 Days ago
Trek - QA Automation Engineer

Trek

Haryana, India (On-Site)
1 Month ago
Aftershock Media Group - Senior Talent Manager

Aftershock Media Group

(Remote)
2 Weeks ago
PlayStation Global - Senior Manager, Business Planning

PlayStation Global

Aliso Viejo, California, United States (Hybrid)
5 Days ago
Power Integrations - Staff Automotive Reliability Engineer

Power Integrations

Penang, Malaysia (On-Site)
5 Months ago
Axinous - Senior Professional Services Consultant - WEST

Axinous

California, United States (Remote)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in England, United Kingdom

Magnopus - Senior Technical Designer

Magnopus

St Albans, England, United Kingdom (Remote)
2 Months ago
Sitetracker - Strategic Enterprise Account Executive (Italian Speaking)

Sitetracker

London, England, United Kingdom (Remote)
5 Months ago
Tesla - Used Car Sales Advisor

Tesla

Birmingham, England, United Kingdom (On-Site)
1 Month ago
Rank group - Bar Tender/ Floor Staff

Rank group

Blackpool, England, United Kingdom (On-Site)
4 Months ago
AGS - American Gaming Systems - Senior Regulatory Compliance Specialist

AGS - American Gaming Systems

Brighton And Hove, England, United Kingdom (Remote)
1 Week ago
Framestore - Design Intern - Launchpad Internship 2025

Framestore

England, United Kingdom (On-Site)
4 Weeks ago
Microsoft - Account Executive, Local Government, East

Microsoft

London, England, United Kingdom (On-Site)
1 Week ago
Tesla - Customer Experience Specialist, Home Delivery

Tesla

London, England, United Kingdom (On-Site)
1 Month ago
Tesla - Account Manager - Autobidder - Energy Optimization & Trading Software

Tesla

London, England, United Kingdom (On-Site)
1 Month ago
Epic Games - Tools Engineer

Epic Games

London, England, United Kingdom (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Localization Jobs

Nintendo - Intern – Wireless Software Engineer (NTD)

Nintendo

Redmond, Washington, United States (On-Site)
4 Months ago
Moonbug Entertainment - Localisation Supervisor

Moonbug Entertainment

London, England, United Kingdom (On-Site)
5 Days ago
Universally Speaking - French Games Tester

Universally Speaking

Community Of Madrid, Spain (On-Site)
2 Weeks ago
Lionbridge Games - Japanese to Thai Gaming Translator

Lionbridge Games

(Remote)
1 Week ago
Universally Speaking - Localisation QA Team Lead

Universally Speaking

Community Of Madrid, Spain (On-Site)
6 Days ago
HoYoverse - Localization Producer

HoYoverse

Singapore (On-Site)
6 Months ago
TransPerfect - German Localization Games Tester - Remote (freelance)

TransPerfect

Warsaw, Masovian Voivodeship, Poland (Remote)
5 Days ago
Keywords Studios (Player Support) - Expert Subtitle Translator/QC English to Tagalog | Filipino

Keywords Studios (Player Support)

Mandaluyong, Metro Manila, Philippines (Remote)
2 Days ago
SuperPlay - Localization Manager

SuperPlay

Tel Aviv District, Israel (On-Site)
3 Weeks ago
Nintendo - Associate Localization Planner (Bilingual Japanese)

Nintendo

Redmond, Washington, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

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.

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.

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.

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. 

London, England, United Kingdom (Hybrid)

England, United Kingdom (Remote)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Hybrid)

England, United Kingdom (Hybrid)

England, United Kingdom (Remote)

England, United Kingdom (Hybrid)

England, United Kingdom (Hybrid)

View All Jobs

Get notified when new jobs are added by Hutch

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug