Customer Support (contract)

N3twork
San Francisco, CA, United States
10 days ago

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We are looking for a world-class Customer Support person to drive and execute core customer support functions and prize fulfillment for our Tetris mobile games.

WHAT YOU WILL DO

● Effectively resolve general customer support inquiries in a considerate, accurate, and timely manner.

● Respond to player questions and concerns about prizes, payments and exploitative behavior.

● Working with a remote team, own the daily process of validating prize winners

● Drive, manage and execute the fulfillment of cash prizes to daily winners

● Track verification, status and delivery of prizes to our players.

● Co-work with the finance team to make sure all prizes are distributed accurately and expediently.

● Troubleshoot and escalate issues with prize fulfillment.

● Use data to make informed decisions regarding suspicious accounts and play behavior.

● Meet service level agreements set by Tetris team.

● Maintain a positive, customer focused attitude that embodies the values of N3TWORK.

WHAT WILL YOU NEED

● Loves games.

● Excellent written and communication skills with the ability to clearly explain complex and sensitive topics.

● 3+ years of customer support experience.

● Proficiency in Salesforce or comparable CRM, JIRA, GSuite, Slack.

● Able to work independently and in small teams in a fast paced environment.

● Knowledge of the mobile game space, culture and trends.

● Experience with payments, fraud and/or risk prevention is a plus.

● Skill and passion for Tetris is a plus.

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