Product Specialist - Player Engagement

Summary

Join our team as a Product Specialist, serving as the key communication link between Customer Support and the development team. You will ensure clear, accurate, and timely information flow throughout all game production phases. Improve the Customer Support experience by keeping agents informed and suggesting process improvements based on data and feedback. Your responsibilities include monitoring ticket-driving issues, generating reports, facilitating collaboration, and developing knowledge base articles. This role requires strong communication, analytical, and leadership skills, along with experience in customer service and the gaming industry. The ideal candidate will possess a business sense, attention to detail, and high emotional intelligence.

Requirements

• 3+ years of Customer Service experience
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Leadership experience