Player Support Liaison - 10 Month FTC

Do you want to be the essential link between Games Operations & Product here at Jagex?

As a Player Support Liaison you'll be servicing product, adding value, ensuring support teams deliver to agreed KPIs, creating Player behavior and toxicity strategies to ensure the health of games, forcing Voice of the Player issues onto product roadmap, and ensuring that all support and Games Operations teams are fully aware of product roadmaps and releases.

What you'll be doing:

• Ensure Player Support is managing brand, IP, community safety and game health risks
• Own allocated products road map and feed into a detailed global product schedule for Games Operations outlining any events that may affect service such as new languages, marketing plans, new platforms, content launches, and seasonality
• Maintain strong stakeholder relationships with product teams, championing the Voice of the Player within the business, and providing exceptional service levels to your Product owner
• Be a Brand advocate for Jagex, internally and externally, seeking opportunities to realise brand capital
• Additional strategic management and project responsibilities, agreed with Head of Player Support

What we're looking For: 

• Proven ability to adapt in a fast paced, product lead environment
• Experience managing the needs of product and support teams to achieve the best outcomes for our players
• Excellent communication skills
• Experience managing complex projects
• Experience developing and implementing Duty of Care approaches to safeguard players and the business from risk, ensuring compliance with current and future global regulatory requirements
• Team player with experience working with multiple stakeholders
• Experience in the gaming industry, working with product teams with experience in customer facing roles.

What we offer:

When you join Jagex you can look forward to a generous Perks & Benefits package including:

• Private Healthcare, including Dental Plan,
• Minimum 6% Pension contributions
• Employee Assistance Programme & onsite Counselling
• Life Insurance
• Discretionary annual performance bonus
• Enhanced family leave policies from day 1
• Flexible working hours
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

Applicants must live within a commutable distance to our office in Cambridge as there may be requirements for you to work from the office when required. In addition, shortlisted candidates must be prepared to attend an assessment day of about 5 hours, which will be held onsite at our office in Cambridge.

Collaboration is at the heart of Jagex. We love getting together with our teams to share ideas and socialise. If you live in the UK, we offer a flexible working model that empowers you to work in the way that suits you best, while also getting the best from your working relationship with all the great people you’ll be connecting with here.

Flexibility really is the key to how we set up working schedules, we’ll discuss your needs with you and be transparent about the working schedules of the team you’ll be working with during our interview process.

About Jagex:

Make forever games with us.

Jagex is a thriving international games company with a growing library of forever game IPs for core gamers. We have such huge expertise at running games for the long term that we re-define expectations for what evergreen success looks like.

We create spaces for our players to come together – with each other and with us – inside and outside of our games. We empower our players with real influence on the game’s evolution. We help our players belong. Our community experiences give players a greater stake in what they’re playing, creating loyal forever fans.

These strengths inform our vision of our studio as a thriving international games company with a growing library of forever game IPs for core gamers. Our forever games will nurture sizable communities whose loyalty provides consistent revenues.

This in turn drives our mission: We create forever fans by empowering our community. We give players experiences worthy of their long-term time investment and actively collaborate with them to shape the games and the community for the better.

If this is something you want to be a part of, get in touch.

We have 500 of the industry’s most talented individuals in our Cambridge studio; if you share our values and ambition, we’d love to talk to you. Worried you don’t meet all the requirements in the spec? Your attitude, fresh perspective and experience is just as important to us; if you think this could be the perfect job for you, let’s talk.