Player Support

Description

We want you to #JOINTHEREBELLION!

For 30 years we’ve been independently developing and publishing incredible video games at our multiple studios founded by Jason & Chris Kingsley, but the company is more than just games. We have our own film studio, we create board games, publish books, and through 2000AD, publish comics and graphic novels such as the amazing Judge Dredd.

We are excited to announce that we’re looking for a new team member to join our Player Support team!

As part of the marketing department you will play a key role in providing direct support to our players across a wide range of titles. In this role you will be responsible for responding to inbound communications from players, helping to troubleshoot issues and ensuring every interaction reflects our commitment to delivering an excellent player experience. You will bring a problem-solving mindset, clear communication skills and a genuine enthusiasm for games to help us provide the highest standard of support to our community!

This is a hybrid role based at our riverside headquarters, offering a creative and relaxed atmosphere where teamwork drives our success. We can provide a relocation package, including moving assistance, temporary accommodation, and full support to ensure a smooth transition to your new environment.

Responsibilities:

• Taking responsibility and ownership for excellent service to the player base on current and legacy gaming IP via an open, honest and consistent tone of voice.
• Building an excellent knowledge of gaming products and services to answer queries accurately.
• Developing and maintaining positive working relationships with internal stakeholders, including Production, QA and other development teams, to relay key information, and to advocate for community priorities.
• Accurately recording and summarising bug reports from players, and coherently communicating them alongside the Community Team to development teams.
• Managing and acting on in-game behaviour reports of cheating and other negative behaviour with an objective and consistent approach.
• Writing and updating informative and accessible self-help guides, FAQ articles, and patch notes for our Help Centre to assist and advise customers and players.
• Proactively keeping up to date with the player support and customer service spaces, and opportunities to further improve and level up the support experience for our players.
• When relevant, working with external vendors to advise on responses to requests and ensure the maintenance of quality service.

Requirements

• Previous experience working in customer support administration and management.
• Excellent customer service skills.
• Good knowledge of shooter games, action games and current online game communities.
• Excellent written and verbal communication.
• Ability to communicate detailed solutions to any problems encountered.
• Good time management skills and the ability to work under pressure to tight deadlines.
• Educated to Bachelor's degree level (or other equivalent) is preferable.
• Prior experience with Jira and Zendesk is a bonus.

Benefits

We offer an extensive benefits package to our team including:

• 22 days holidays + Christmas closure (typically 4 days) & Bank holidays (increasing with service at 5 years – one day each year until you reach 31 days)
• Private Medical Insurance, healthcare cash plan, including dental and Vision
• Life Assurance, Income Protection & Critical Illness Cover
• Enhanced Family Leave
• Interest Free, Tax-Free loans
• Enhanced Pension Scheme
• EAP a range of Mental Health and Wellbeing Support
• Plus loads more… including a wide range of discounts, freebies, and social events!

Life at Our HQ

Our riverside headquarters places you a short walk away from the city centre. Renowned for its rich historical backdrop and esteemed educational institutions, the city offers a unique blend of tradition and modernity, with its beautiful architecture and green spaces.

The city also boasts excellent transport links, making it easy to navigate both the city and the wider country. The city’s train station, just a short walk from our studio, offers frequent services to London, as well as direct routes to major cities like Birmingham, Manchester, and Reading and we also offer free parking at the studio.

Our open-plan office promotes teamwork and innovation, with regular interaction with senior management and other departments, alongside access to free hot drinks, a handy tuck shop onsite and a range of local pubs, cafes and dining options nearby helping make every workday enjoyable!

Inside the Company

Whichever team you join, we are proud of our open, friendly, and creative atmosphere. We love what we do, and we have fun doing it! As a big indie developer, we have complete creative freedom over our titles which allows us to work on a massive variety of projects across all the major platforms.

Find out more about us here

Our size, stability, and the variety of in-house expertise across multiple industries, makes the company completely unique! We work in our own way, and we celebrate that as the key to our success. We foster an inclusive culture where you are encouraged to be yourself, to express your creativity and your talent. We are people focused and will support you in every way to can be the best at what you do. We recognise the importance of enjoying what you do and having a healthy work-life balance. We offer a friendly, creative, and relaxed working atmosphere, with sensibly managed projects and a wide variety of benefits and development opportunities for all our teams to ensure you are fully supported with your physical and Mental Well-being.

We are actively recruiting for a diverse team and continue to add to our culture of growth and inclusion. The company encourages innovation in all areas, and we look forward to hearing how you can help us to be better. We encourage all demographics of culture, gender, ethnicity, neurodiversity and beyond, because a representative team makes better products.

If you are interested in working here, but this role doesn’t sound quite like you, we’re recruiting for a range of positions across the studio and we’re always happy to receive speculative applications via our website. Visit our Careers website to view all our live vacancies: Rebellion: Careers

Right to Work Statement

This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.