Gaming Customer Support Specialist II

Summary

Join PartnerHero as a Community Support representative and provide exceptional omnichannel customer support to clients of an American B2B SaaS company. This full-time, remote position based in Romania requires high proficiency in English (C2) and strong problem-solving skills. You will monitor and engage with customers across various platforms, investigate issues, and provide insightful feedback to improve customer experience. PartnerHero offers a competitive salary, generous paid vacation, attractive benefits, and opportunities for professional development. The work schedule is 12 pm-9 pm RO time, starting January 16, 2025.

Requirements

• High proficiency in written English (С2)
• An effective collaborator; supportive of other team members in their success
• Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication
• Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
• Highly empathetic

Responsibilities

• Act as a passionate, enthusiastic extension of the partner; embody their brand to quickly build a connection with customers
• Monitor, triage, and engage with customers on key app distribution channels including Apple App Store, Google Play Store, and Trustpilot
• Answers to negative and positive reviews on online stores (App Store and Play Store) using a combination of predefined macros and freehand responses
• Investigate reported user issues and find user accounts in CRM (Zendesk) for issue identification
• Acquire valuable customer insights and share findings on ongoing issues with the rest of the team to improve feedback loops and create customers for life
• Stay current with product/platform changes and be able to educate customers on how such changes can help them as professionals

Benefits

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development