Customer Support Specialist
Founded in 2013, Voodoo is a tech company that creates mobile games and apps with a mission to entertain the world. Gathering 800 employees, 7 billion downloads, and over 200 million active users, Voodoo is the #3 mobile publisher worldwide in terms of downloads after Google and Meta. Our portfolio includes chart-topping games like Mob Control and Block Jam, alongside popular apps such as BeReal and Wizz.
Our Gaming team is made up of hybrid-casual, casual and mid-core experts. Our 'Core' games team supports internal and external studios worldwide in creating, developing and launching new hit games, whilst our 'Live' games team focuses on delivering higher engagement on our existing and successful games.
As the first fully dedicated Customer Support Specialist for our studio, you will play a pivotal role in establishing and leading our customer support efforts. Your mission is to build an outstanding player support experience that enhances satisfaction and retention. As an AI-first company, you'll be expected to leverage and integrate AI across as many processes as possible to keep driving speed and excellence. This is a part-time role (20 hours per week) with the opportunity to transition into a full-time position as the company and support function continue to grow.
- Develop and implement customer support policies, procedures, and service standards that set the benchmark for player experience.
- Build and lead the game's customer support efforts to provide exceptional service to our players, starting hands-on with day-to-day ticket resolution.
- Analyze customer feedback to identify trends and insights, translating them into actionable recommendations for the game development team.
- Work closely with the QA, data, community, and game development teams to ensure a cohesive and seamless player experience.
- Create and maintain a knowledge base and self-service resources for players.
- Manage and escalate complex or sensitive customer issues as needed.
- Report regularly on customer support metrics, objectives, and key initiatives.
- 2+ years of proven experience in customer support, preferably in the gaming or entertainment industry, or a tech-focused environment.
- Passionate about gaming and deeply familiar with the needs of mobile game players.
- Excellent communication and leadership skills, with the ability to motivate and guide a team when necessary.
- Experience with customer support software and CRM systems; Zendesk experience is a strong plus.
- Experience in customer support with native English-speaking customers.
- Strong problem-solving skills with a natural ability to think analytically.
- Comfortable using and integrating AI tools into workflows to drive efficiency and quality.
• Best-in-class compensation
• Other benefits according to the country you reside
