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Customer Experience - Product Specialist

Founded in 2010 by leading Games Industry entrepreneurs, Playdemic is a BAFTA Award winning developer and publisher of mobile games, focused on creating fun and engaging, free-to-play game services for iOS and Android, including the global smash hit, Golf Clash.

Our culture and values place great emphasis upon open communication, autonomy and empowerment. We believe in encouraging people to be the best they can be and giving them the tools to achieve their goals. Our personality is to be innovative and to encourage creative risk taking. This is combined with a flat and transparent approach to decision making that creates a shared culture of success.

Golf Clash has been entertaining millions of players for over 5 years and our goal is to continue providing exciting new features and content to our fans for many more years to come. If you want to create games for millions of players to enjoy on the go, then this is the job you've been looking for! We are committed to constantly improving our working practices and collective knowledge through training and supporting each other.

Playdemic is looking for a Product Specialist to join our Customer Experience team to support Golf Clash and future Playdemic titles. We are able to consider hybrid and UK remote working for this position.

Key Responsibilities:

• Provide Playdemic customers with world class service and experiences.
• Communicate with customers of all gaming skill levels with high product knowledge.
• Play the game to maintain knowledge to help players pay, play or progress. Become a game expert and game champion.
• Support our external vendors through the handling of customer query escalations.
• Support product engagement with advisors to enhance product knowledge.
• Create internal and external knowledge base and FAQs to support both our internal advisors and our players.
• Partner with Team managers to ensure Advisors are following best practices for handling customer contacts.
• Help deliver online and classroom training for area of focus.
• Identify and notify studio and partners of trends or themes in contacts and collect additional information to aid in solution.
• Work with our game design team to identify game improvements that support our customer experience goals and improve player experience.

Must Haves:

• A minimum of 2 years experience working as Customer Experience advisor.
• A hands-on, self-driven and independent mentality.
• Commitment to communication and teamwork.
• A passion for games and for providing the best support to the players who love them.
• Detailed oriented, quality-focused and player-centric.
• The ability to develop relationships with Product Experts, Trainers and Content Team.
• A passion to help improve the business through every customer interaction.
• Be flexible with the ability to adapt to change.
• Experience using Microsoft Office and Google suite(s).
• Experience with customer experience processes and workflows.
• Critical thinking and process analysis with a willingness to bring new ideas to surface.

Bonus Points:

• Experience using Confluence.
• Experience using Helpshift.
• Experience using PlayVox and other Learning Management Systems.