Player Services Representative

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily

Tiki Solitaire TriPeaks is a top grossing solitaire game. The close knit team has an outstanding culture where they embrace and respect each other as individuals and equals

The Tiki Solitaire Tripeaks Player Services Representative is empowered and encouraged to

provide outstanding customer service to enhance customer satisfaction and player retention.

This individual achieves this by conducting in-depth research into player questions and concerns

while maintaining a courteous and respectful tone and demeanor. This position works directly

with the Product, Community, Analytics, and Marketing departments, keeping up with their goals

and schedules while sharing player feedback and advocating improvements on their behalf

• Excellent comprehension and articulation skills
• Provide outstanding service to Solitaire TriPeaks players
• Display Ownership and accountability
• Investigate and address any technical, functional, or billing concerns raised by customers
• Escalate issues to the appropriate department to ensure everyone is informed and that proper resolutions are achieved
• Work together with the product and quality assurance teams to locate and fix live game bugs.
• Track, Analyze, and Report on customer feedback on a regular basis to identify trends and anomalies
• Use a variety of resources, including the knowledge base, website, and support tools, to look up and address customer issues, and respond to customers promptly and politely
• Represent the player's voice with internal team player services, products, analytics, and marketing, sharing what we learn from users, and advocating for improvements on the player's behalf

Exceptional customer service is something you take seriously. You're a skeptic who questions assumptions. Along with your high degree of technical and analytical skills, you're also a great communicator that is comfortable with and proficient at de-escalating distressed customers. You anticipate driving a substantial contribution to the business while advocating what is beneficial to the player.

• 2+ years of customer service experience for consumer products and mobile and online games a plus
• Excellent organizational and planning abilities, capacity to manage various activities, and ability to work in a time-critical, fast paced environment
• Experience using various Operating Systems and documentation tools
• Exceptional attention to detail
• Ability to remain composed and professional when faced with a significant volume of customer concerns and difficult situations
• Ability to correlate individual issues into larger platform related problems
• Sensible decision-making and judgment skills
• Team player: collaborative, willing to assist, goes above and beyond, and shares ideas
• Prior experience working with a brand known for its customer-centric approach
• Helpshift and Jira experience is a plus
• Willing to work a flexible schedule that will include weekends (Saturday/Sunday). May include rotating shifts, on-call shifts, and/or holiday work
• A demonstrated proficiency and mastery over the English language, both written and spoken

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," “Star TrekTM Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.

Scopely creates, publishes, and live-operates immersive games that empower a directed-by- consumerTM experience across multiple platforms--from mobile, web, PC and beyond.

Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.