Customer Experience Agent

Job Description

We are seeking a detail-oriented, empathetic, and proactive Customer Experience Agent to join our team and supporting our Ilyon Gaming Studio. In this role, you’ll handle player inquiries, troubleshoot issues, and share feedback to improve the game experience. You will be the bridge between our players and the development team, ensuring a smooth, enjoyable experience for all. This is a hybrid position with at least x3 days a week in the office.

What will you be doing at Miniclip?

Key Responsibilities: 

• Respond to player inquiries via email, in-app chat, and app store reviews with friendliness, clarity, and professionalism. 

• Troubleshoot technical issues and provide guidance to players. 

• Escalate complex problems to the development or QA teams and ensure they are resolved promptly. 

• Gather player feedback and share insights to help shape game improvements. 

• Monitor recurring issues and suggest improvements to the game or support processes. 

• Stay informed on game features, updates, and policies to provide accurate, up-to-date support. 

• Actively participate in team meetings and contribute ideas for enhancing the player experience.  

What we're looking for:

• Previous experience in customer support (experience in the gaming or tech industry is a plus). 

• Basic troubleshooting knowledge for iOS and Android devices. 

• Exceptional written and verbal communication skills in English (additional languages are a bonus). 

• Strong empathy and patience when handling player concerns. 

• Excellent problem-solving skills with the ability to think creatively when needed. 

• High level of organization and attention to detail. 

• Proactive attitude and a commitment to delivering outstanding player support. 

Bonus Skills: 

• Passion for gaming and a deep understanding of player perspectives. 

• Familiarity with social media management for community engagement and player interactions. 

• Familiarity with data privacy regulations, such as GDPR, CCPA, and their practical application. 

About Miniclip

Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 400 million monthly and 65 million daily active users across mobile, PC, console, social, and online platforms. Operating in 12 countries, Miniclip develops and launches games in multiple categories across its 20 studios.

Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.

To date, Miniclip’s studios and companies have generated more than 10 billion downloads, including the following games: 8 Ball Pool™, Subway Surfers™, Golf Battle™, Football Strike™, Carrom Pool™, OSM - Online Soccer Manager™, Football Rivals ™, Pure Sniper ™, Puzzle Page™, Head Ball 2™, Motorsport Manager™, Darts of Fury™, Ultimate Golf™, Mini Football ™, Triple Match 3D ™, Agar.io™, and PowerWash Simulator ™.

For more information, visit https://miniclip.com/