We are looking for a Player Experience Specialist to support an innovative game development studio
This is not a traditional customer support position. The ideal candidate will become a trusted advocate for players. You'll help players solve issues, identify trends, escalate bugs, improve support resources, and contribute directly to the overall player experience.
You'll also spend time learning and playing the game to become knowledgeable about its systems and mechanics, enabling you to provide informed guidance to players and valuable feedback to internal teams.
Part time with the opportunity of becoming full time after game launch.
Responsibilities:
- Respond to player inquiries through Zendesk and other support channels.
- Assist players with gameplay questions, account issues, login challenges, and general troubleshooting.
- Monitor community discussions and identify recurring questions, concerns, and player sentiment.
- Investigate and document player-reported bugs and collaborate with QA and Development teams to ensure issues are properly escalated.
- Track patterns in player feedback and proactively communicate trends to internal stakeholders.
- Create, maintain, and improve help center articles, FAQs, and self-service resources.
- Review player reports and moderation concerns, gathering information and escalating recommendations when necessary.
- Become a subject matter expert on the game and its systems through active gameplay and ongoing product knowledge development.
- Help improve support processes, workflows, automations, and player-facing resources as the game continues to grow.
Requirements:
- 2+ years of experience in Customer Support, Player Support, Community Support, or a similar role.
- Strong written communication skills with a professional, empathetic, and player-focused approach.
- Experience using ticketing systems such as Zendesk, HelpShift, Salesforce, or similar platforms.
- Passion for video games and familiarity with modern gaming ecosystems.
- Experience with PC gaming and Steam is highly preferred.
- Ability to troubleshoot account, login, and platform-related issues.
- Strong attention to detail and the ability to identify recurring trends and patterns.
- Comfortable working cross-functionally with Community, QA, Product, and Development teams.
- Self-starter who enjoys improving processes and finding scalable solutions.
Preferred Qualifications
- Experience working with Discord communities.
- Familiarity with bug reporting, QA workflows, or live-service games.
- Experience creating knowledge-base articles, FAQs, or support documentation.
- Understanding of moderation processes and community management best practices.
