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Customer Experience Specialist

In the last year, Mistplay has been ranked as the 4th fastest growing company in Canada, and 16th in all of North America. We’re known best for creating the #1 Loyalty Program on mobile where players discover new games and earn awesome rewards. With over 16 million users worldwide and partnerships with 150+ of the top gaming studios, we’re just getting started.

Our passion to innovate drives our growth across the industry with the constant development of new powerful ad tech tools, apps, and the recent launch of a publishing division for mobile games. Mistplay embraces strategic, creative, and data-driven collaboration to fuel our imagination of what can be achieved.

What you'll be doing:

• Provide daily support to Mistplay’s users through an email ticketing system
• Provide personalized support to users while ensuring timely responses
• Ensure quality and fast responding support to Mistplay’s VIP users
• Reply to Google Play Store reviews and social media comments to ensure user satisfaction and high ratings
• Create weekly reports on tickets, reviews, and social sentiment from users
• Troubleshoot technical issues and investigate player profiles with back-end tools
• Stay up to date on our latest support procedures, dynamic issues, and product updates
• Escalate newly reported issues and user feedback requests to the development team
• Create and track technical bug reports regarding recurring issues
• Act as a representative on specialized product projects and provide visibility to the Support Team
• Be a strong player advocate

Requirements:

• 1-3 years of experience in applications, mobile games, or similar support environments
• Intuitive problem solving and interpreting data
• Ability to use various tools and platforms in parallel confidently
• Self-motivated autonomous, and able to meet deadlines
• Effective people skills and empathy when dealing with others
• Experience with technical writing and reporting
• Proficient computer skills
• Strong communication skills
• High proficiency in written English
• Skill with other languages such as French, German and Korean are a plus
• Experience with Zendesk or Amazon DynamoDB is an added advantage
• Knowledge of application development is an added advantage

Competitive salary: $40-48k CAD with additional considerations based on experience

We work hard to make our work atmosphere as inviting and fun as possible! Working at Mistplay is coupled with a whole array of perks that we've adopted virtually and in-person: Team Lunches, game nights, company-wide events, and so much more.

Our culture is deeply rooted in growth and upheld by a team of smart, dynamic, and enthusiastic people. We utilize data to constantly learn, improve, and adapt. We foster an environment where everyone is encouraged to share their ideas, push boundaries, take calculated risks, and witness their visions come to life.

Think you have what it takes? We'd love to meet you!

Nous nous efforçons de rendre notre atmosphère de travail aussi accueillante et amusante que possible ! Travailler chez Mistplay comporte toute une série d'avantages que nous avons adoptés en mode virtuel comme en mode présentiel : déjeuners d'équipe, soirées jeux, événements à l'échelle de l'entreprise, et bien plus encore.

Notre culture est profondément ancrée dans la croissance et soutenue par une équipe de personnes intelligentes, dynamiques et enthousiastes. Nous utilisons les données pour apprendre, améliorer et adapter en permanence. Nous favorisons un environnement dans lequel chacun est encouragé à partager ses idées, à repousser les limites, à prendre des risques calculés et à voir ses visions se concrétiser.

Vous pensez que vous avez le profil requis ? Nous serions ravis de vous rencontrer!

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