This job might no longer be available.

Customer Support Policy Specialist

Machine Zone (An AppLovin Company) is a global leader in mobile gaming, with a track record of delivering some of the world’s most successful mobile games including Game of War , Mobile Strike and Final Fantasy XV: A New Empire . We combine the power of technology and creative vision to create experiences that connect people from all corners of the globe. Machine Zone was acquired by AppLovin in May 2020.

AppLovin is a Certified Great Place to Work, one of Inc.’s Best Workplaces and a recipient of the 2019 Glassdoor Top CEO employee’s choice award. The San Francisco Business Times and Silicon Valley Business Journal awarded AppLovin one of the Bay Area’s Best Places to Work in 2019, 2020 and 2021, and the Workplace Wellness Award in 2019 which recognizes businesses that are leaders in improving worker well-being.

Our team pushes the boundaries of innovation in a player-driven ecosystem. As a Policy Specialist you will be a vital point of escalation both internally for our partner groups within Machine Zone but also with our players externally. You will need to have strong critical thinking and decision making skills, as well as an ability to see the bigger picture when making decisions. There is a strong emphasis on cross departmental communication and being able to quickly identify, evaluate, and resolve situations that may arise in various areas.

What you'll be doing:

• Triage and provide direct support to any escalated cases brought to CS by our executive team
• Serve as a point of escalation for the customer service teams, assisting in the most complex of issues and circumstances
• Conduct detailed investigations on a variety of complex cases especially as it relates to any Terms of Use violations.
• Facilitate the organization and communication flow for regulatory compliance duties such as GDPR and CCPA
• Provide executive summaries on escalated cases and/or emerging issues of note

Your background and who you are:

• Minimum of 4 years experience in a Customer Support position
• Experience in high tier / advanced customer service roles
• You are confident, decisive, and exhibit excellent judgment even while under pressure.
• Exceptional organizational skills, detail-oriented problem solving approach, and adaptability to change

Bonus Points:

• Escalation, subject matter expert, or leadership experience
• Mobile gaming experience

#LI-TP3

AppLovin is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.