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Customer Service Representative, Casual Games (fully-remote)

SOFTGAMES is the leading developer of the most popular Instant Games that became global top grossing games on Facebook and are played by millions of people around the world every day. SOFTGAMES is a remote first company and the virtual home of 100 people from all over the world. We believe in proactive, independent teams with the freedom to take initiative, challenge the status quo, and with the mission to create fun, hyper social and everlasting Instant Games.

The Customer Service Representative will be the primary contact for our players of our popular Solitaire game. The Customer Service Representative willhave the important role of bridging the gap between customer and product. This involves not only assisting players with any issues they may be experiencing in the Solitaire games on Facebook but also acting as their voice internally, ensuring that their feedback and desires are communicated to the team as a whole.

The ideal candidate should be outgoing, energetic, passionate about Solitaire games, and driven to provide amazing customer support experiences.

This is a fully REMOTE position but European Time Zone +/-1 hour is required.

*Qualified applicants will be expected to complete an assessment.

Your role:

• Communicating in real-time with app users via email and social media, including managing multiple simultaneous interactions;
• Providing timely solutions by asking users the right questions, and quickly analyzing situations on a case-by-case basis;
• Actively moderating and posting engaging content within our game communities (e.g. Facebook Pages), including managing and answering users' questions and comments;
• Promptly responding to app reviews and managing product feedback, complaints, and concerns;
• Identifying, tracking, and prioritizing frequently recurring or urgent issues to be followed up on by the production team;
• Assisting with marketing and online community-building events/projects, as necessary.

Your profile:

• 1+ year of experience as a player support specialist in a gaming studio;
• Strong verbal and written communications skills in English;
• Proven ability to provide excellent and personalized customer support;
• Ability to work independently and resourcefully without constant supervision;
• Interest within the gaming industry, particularly in Solitaire games;
• Knowledgeable about social media and online engagement platforms;
• Constantly strive to find opportunities to improve processes and drive personal growth;
• Experience troubleshooting games and technology is an advantage;
• Good working knowledge with spreadsheets (Excel or Google sheets) is another advantage.

Bonus if you also have:

• VIP player support experience;
• Fluency in other languages.

SOFTGAMES offers a competitive package, including:

• Remote first - fully remote from wherever you are based.
• Flexible working hours - Structure your working hours to your needs. No crunch, no overtime!
• Generous vacation regulation no matter where you are!
• Home office allowance - Working from home but something is missing? We offer a budget to make your home office as productive as possible.
• Further Training - Everyone at SOFTGAMES is offered training opportunities to strengthen their skills or learn something new!
• Studio - We’re a remote-first company but also offer a super modern office with state-of-the-art tech, based in the centre of Berlin.
• Equipment - Choose between a MacBook Pro or Lenovo Laptop.
• Meal allowances - A monthly budget is additionally granted to be spent for your lunches.
• Wellness Benefits - Access to Virtual Yoga, Meditation, and more to stay healthy!
• Monthly extra grant for home office electricity + internet costs.
• Swag - Enjoy our stylish Hoodies, Bags, Mugs, etc.
• Christmas gifts - A tradition of unique and rewarding Christmas gifts.
• Epic company parties - Regular company parties to celebrate, including Carnival, Summer Party, Oktoberfest and Christmas Party.
• Retreat - Every year the entire company gets together to learn, share ideas, focus on the future, and celebrate our successes. Our events in general are epic but our off-side Retreat is one of a kind.
• Team events - We have regular Casual Fridays, virtual Game Nights, Pub Quizzes, Team lunches and much more.

SOFTGAMES is the leading instant gaming company. We develop casual, truly social games that can be played instantly across all devices. Our hypersocial blockbuster game “Bubble Shooter Pro” became a global top grossing game on Facebook and is played by millions of people around the world every day. We partner closely with Facebook, Samsung and more to craft the next generation of instant games that billions of people can play together. SOFTGAMES is a remote first company and the home of 100 people from all over the world. We believe in proactive, independent teams with the freedom to take initiative, challenge the status quo, and with the mission to create fun and everlasting Instant Games.

At SOFTGAMES, we believe that different perspectives and background in our teams contribute to the quality of our work. We value diversity and therefore welcome all applications - regardless of gender, nationality, ethnic and social origin, religion / worldview, disability, age as well as sexual orientation and identity.

Have we caught your interest? Then we look forward to your detailed application together with your salary expectations and earliest possible start date.