Studio Support Specialist | Player Support

Your role within our Kingdom 

 We are looking for an experienced and motivated Studio Support Specialist to work in our Studio Support team and serve as a liaison between outsourced support agents, other teams within Player Support and within King. 

You will build relationships with our internal customers and through these you will work to maintain a high-quality communication flow, build clear procedures & documentation, and contribute to the quick resolution of customers issues focusing on high customer satisfaction.  

Responsibilities  

In this role, you’d handle a wide variety of queries across all King’s games, for example with player accounts, games and GDPR. You’d be an important and close collaborator with our game teams, acting as the bridge between the teams and our players. You’ll be expected to build and maintain relationships & fluid communication with game studios and key internal stakeholders. Among other things, you’d be gathering data and make analysis to create valuable reports for our stakeholders on game issues, player feedback and project updates. 

Your main responsibilities will include; 

• Building relationships and collaborating with our game teams and different stakeholders, improving their processes based on their reviews and feedback. Also understanding the impact coming from new projects, regulations and/or changes.  

• Uni/multi-point coordination with internal and external clients to resolve escalations from 1st line support agents about Games, Promotional or Payments issues of our players 

• Constantly revise and reassess documentation on procedures and game knowledge based on game changes and new feature releases 

• Issue reporting: Investigating, identifying and forwarding required and precise information to further points of escalation across the business to drive resolution and optimize the player experience 

• Backend processing of online withdrawals/refunds and resolving issues for global and localized payment providers (ranging from Credit cards, to SMS, to IVR to prepaid cards) 

King is a worldwide leader in cross-platform, bite-sized games on mobile, Facebook and the web. King created Candy Crush Saga, one of the most popular and highest grossing mobile apps across the globe and Facebook’s #1 app. King currently has over 225 million monthly players generating over 30 billion gameplays per month across mobile, Facebook and the website www.king.com. Across all platforms, King now has more than 100 million daily players. The company offers more than 160 exclusive games in 14 languages through www.king.com, on mobile and tablets, and on Facebook. 

Want to get treated like royalty? If you are interested in this role apply now! Application needs to be in English.