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Player Communications Intern (f/m/d)

We are Kolibri Games - mobile games developer from Berlin. Our games have over 100 million downloads and we are on a mission to become the most player-centric games studio out there.

We believe in players, creating values, learning, but, most of all, we believe in people. We strive to offer you a fair recruitment process and a great candidate experience, as well as a friendly environment to work in, with plenty of opportunities to learn and grow. Help us bring joy to people, we promise you will have fun by doing so :)

Player Communications Intern (f/m/d)

We are looking for a keen gamer who can channel this passion to bring world-class customer service to our players. You will directly impact our players' happiness and indirectly assist other departments in constantly improving our games.

You will communicate with our players via email, in-app message and the app stores. You will provide a consistent high standard of customer satisfaction and will assist the Player Communications department in continuously helping players through problems and general game questions.

Using our various data tools, you will work on more complex player problems by investigating activity and purchase logs, and ultimately resolving related issues for affected players.

The role will initially be limited to a 1 year internship, with the possibility to be offered a full-time role in the future.

Responsibilities

• Reply to players' questions and feedback via our messaging system Helpshift
• Handle escalated cases such as payment issues and lost accounts
• Use various data tools to investigate player issues and resolve their problems
• Respond to player reviews in the Google Play Store and iOS App Store
• Work with existing automation tools to continue streamlining our recurring tasks
• Create and update internal and external FAQs and templates
• Assist our QA team with bug reporting and tracking

Required skills

• Highly motivated and well-organized work approach
• Excellent written communication in English (at least C1 level)
• Excellent written communication in minimum one other language (at least C1 level)
• Passion for games, specifically mobile games
• Available to work Saturdays on a rota system (e.g. working Saturday instead of Wednesday one week, working Monday to Friday the next)

Desirable skills

• Previous experience in games customer service
• Previous experience of digital support tools such as Helpshift
• Knowledge of our existing games
• Experience creating and delivering presentations