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Player Experience Associate I - Remote

The Player Experience Associate I plays an important role in the success of Uken Games by positively affecting the player experience through their interactions with our external support agents, social media, and other channels. The ideal candidate has strong writing skills, can quickly learn new tools and systems to investigate and resolve player issues, and can act as the voice of our players internally by analyzing and reporting on feedback and trends from player communities, support, and social media channels.

You’ll be working on meaningful things like:

• Acting as an escalation point for player support, ensuring timely resolutions
• Building and managing strong relationships with VIP players through hands-on interactions
• Compassionately communicating with users through support channels, social media, app stores, and other channels
• Evangelizing on behalf of players by gathering and analyzing user feedback from support tickets, social media, and other channels to deliver concise, actionable feedback to the game team
• Reporting on trending issues to the game team; representing community needs to product managers, game designers, and QA
• Liaising with our external support team responsible for managing the bulk of user email responses maintaining daily contact, and keeping a pulse on any trends noticed regarding new issues
• Proactively reviewing incoming tickets via game-specific Slack channel to help identify trending issues before our support team flags them
• Maintaining and updating resources and reference material related to the specific products you manage
• Owning the performance reporting process tracking against established KPIs to demonstrate the success and ROI on player experience and community programs
• Delivering reports to key stakeholders within the organization weekly or based on the needs of the product team
• Continuously identifying and developing new initiatives and process improvements aimed at increasing retention and engagement of our VIP users
• Managing customer-facing documentation, including game FAQ, maintaining it frequently based on new features and changes to the game with updates
• Creating post-mortem/learning summaries on notable community initiatives to be shared with the community team regularly
• Ad hoc projects and assistance as required

Your background should include:

• Experience working in a demanding customer-oriented environment, ability to remain positive and objective when dealing with the emotions of users
• Exceptional writing skills, including email, messaging, content marketing, and storytelling
• Bachelor's Degree in Marketing or Public Relations or related experience is helpful but not required
• Ability to multi-task and deliver within deadlines with minimal error or constant reminders; doesn’t easily get overwhelmed
• Attention to detail, and thoroughness; delivers to expectations and beyond using self-initiative
• Experience managing social media channels such as Twitter, Facebook, Instagram, LinkedIn, Glassdoor and tools such as Sprout Social
• Self-driven high standard of performance; desires to continuously learn and grow
• Willingness to jump in where needed when needed to support the team and players
• Managing online communities and developing community engagement programs leading to proven growth of the community is a plus

We believe in a fun & meaningful work environment:

• You'll be equipped with a high-end laptop, mobile device
• Competitive salary, extended health and dental benefits and allowances
• You’ll work in a collaborative, coaching and mentoring culture
• Remote and in-person team building events and celebrations
• 4 Day Workweek and fully remote work model!

About Us

Uken builds games that people everywhere love. Who Wants To Be A Millionaire? and Jeopardy! World Tour are the top 2 trivia games, engaging millions of global players every month. In 2020, Uken released Ava’s Manor, a solitaire game where users renovate and decorate the manor while discovering mysterious clues and dabbling in a romantic love story. Uken’s foray into narrative games is an exciting direction that holds many opportunities.

We consider ourselves data driven designers, technologists, and artists. Through collaboration, we pair the craft of design with feedback and data to deliver a pace and rhythm in each game session that immerses our audience and engages them for years. We have a quirky, nerdy culture that fosters creativity, collaboration, quality ideas, and a data driven mindset. We believe in moving quickly and improving constantly and that mantra is reflected in the weekly updates we make to our games and internal technologies. We have an appetite for pushing technical boundaries but with a focus on practical use.

We take entertainment seriously.

Uken welcomes applications from visible minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who would contribute to the further diversification of our team. Uken is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or accommodation due to a disability, please contact us at jobs@uken.com