Player Support Analyst

As the Player Support Analyst, Trust & Safety, you will be responsible for developing and scaling our support model for processing appeals and investigating reports. This will involve continuously defining and operationalizing the strategy for our Trust & Safety Support Model, along with handling and improving the escalations and sensitive ticket operations functions for Trust & Safety. This position requires working PST hours.

There is no application deadline for this role.

Player Support Analyst Responsibilities:

• Design and drive the relevant support vision and strategy for the Trust & Safety Operations team, and collaborate with stakeholders in Scaled Operations, Partner Operations, Product & Tech, and more.
• Improve and scale existing Trust & Safety operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks.
• Define and deliver on operational-level OKRs and service levels to enable operational excellence across all aspects of the Trust & Safety player journey.
• Contribute to weekly, monthly, and quarterly business reviews to foster a player-focused and operational excellence culture.
• Define, launch, and execute various strategic initiatives to enhance support responses across internal teams, customers, and partners.
• Oversee configuration, customization, and maintenance of Trust & Safety support tools, including Knowledge Management Tools, Support CRMs, and internal tools for permissions, application management, ticket routing, and automation.
• Collaborate with Trust & Safety Producers to manage, prioritize, and scope tooling requirements and improvements.
• Establish processes to identify, track, and escalate trends, emerging issues, and process or policy gaps and opportunities.
• Manage escalations processes, ensuring timely and accurate responses while identifying gaps and trends.
• Oversee sensitive ticket operations, such as child safety and extremist group activity.

Player Support Analyst Qualifications:

• 5+ years of Trust & Safety global operations management experience.
• Experience working with Third Party Tech in an operations environment.
• Knowledge of customer support tools and functions.
• Experience in identifying, managing, and implementing operational improvement initiatives.
• Strong communication and critical thinking skills.
• Demonstrated ability to address complex, multi-disciplinary challenges with creative problem solving.
• Ability to thrive in ambiguity and lead in dynamic, fast-paced environments.
• Capacity to make fair, consistent decisions aligned with Trust & Safety policies.
• Experience working in Tech and/or the Gaming Industry (preferred).

Perks & Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• Commuter Benefit.
• eLearning & Ongoing Training.
• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.