Product Specialist - Player Engagement

Our Product Specialist will be the primary communication liaison between our Customer Support and development team, ensuring that all information is clear, accurate, and delivered in a timely manner. You will work to improve the Customer Support experience by keeping agents and stakeholders informed and suggesting policy or process changes based on data, business needs, and player feedback. Throughout all phases of game production—pre-release, live-support, and sunset—the Product Specialist will facilitate the flow of information, making sure teams stay aligned on product updates and issues. 🚀📈

What are we looking for? Our Product Specialist has a knack for the following skills:

Leadership:

• Act as the main contact between Customer Support and the development team across all game phases (pre-release, live-support, sunset) to ensure clear communication and problem-solving.
• Serve as a Subject Matter Expert, answering product-related questions from stakeholders, agents, and customers.
• Ensure project documentation is up to date, well-organized, and shared with relevant stakeholders.

Analytics:

• Monitor and assess ticket-driving issues in real-time, providing updates to agents, QA, and leadership.
• Generate regular and ad-hoc reports on ticket volume, issues, player sentiment, and trends for stakeholders.

Communication:

• Facilitate collaboration between Customer Support and development teams regarding current and potential ticket-driving issues.
• Organize and lead meetings, set agendas, take notes, and track action items.
• Develop and maintain policies, procedures, and customer-facing knowledge base articles for agents and players.

Business:

• Work with internal teams to provide necessary information for training materials and operational adjustments.
• Ensure support policies and procedures align with business needs and industry best practices.

Requirements

You'd be a great fit for this role if you have:

• 3+ years of Customer Service experience (Leadership experience preferred).
• Experience with games and engaging with gaming communities.
• Familiarity with ticketing systems such as Zendesk, Helpshift, and JIRA.
• Proficiency with MS Office and GSuite business applications.
• Strong ability to manage multiple projects and tasks while maintaining high-quality standards and building processes from scratch.
• Business sense with the ability to analyze trends and generate data-driven recommendations.
• Impeccable attention to detail, with a knack for spotting inconsistencies or errors.
• High emotional intelligence (EQ) with the ability to communicate effectively across disciplines and build professional relationships.
• Ability to work independently while knowing when to seek assistance.
• Critical thinking, strong ownership, and accountability in decision-making.

Benefits

Phases of our recruitment journey:

• You send us your application with your updated resume and application form.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
• At the end of our journey - hopefully you will receive an offer!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

That would be it from us - now we are waiting for your move!

#imaginemore

Privacy policy:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.