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Social Media Support Agent (Remote within Ireland)
2 years ago
About the team
Our Player Support Team in Ireland has been strategically expanding over the last year. It is our mission to deliver bespoke support, create memories that span lifetimes and generations, and make our players feel a sense of wonder and excitement when they engage with our products. We strive to turn our players into fans and help them connect with one another in a safe, fun, and inclusive way. We show empathy and care in all interactions and have an impact on the company and products by acting as the voice of our players. We will relentlessly work to share the ideals and vision of Wildlife with the world.
About the Role
This role is responsible for assisting our players primarily via Twitter, in both public comments and direct messages. We believe that player issues must be solved promptly and accurately, wherever they are brought to our attention. This role presents an opportunity to help build and develop an important part of our ongoing community strategy.
What you'll do
- Respond to our players through Twitter and other social channels as needed.
- Make every player interaction remarkable and memorable.
- Act as a voice of the player. Provide feedback to improve our products, tools, policies, and procedures; all in an effort to create delightful experiences at every opportunity.
- Collaborate with the Player Experience Leadership to shape the future of Wildlife.
- Collaborate with product and player-facing teams to maximize positive business impact.
- Work in a challenging and fun environment to produce exceptional results.
What you'll need
- You have at least 2 years of experience in a Customer Facing Environment.
- You have at least 1 year of experience supporting players in a public setting (forums, social media, review responses, etc.)
- At least 1 year experience working with Social Media Support (monitoring) tools such as Hootsuite/Sprout/Conversocial/Affogata/Zendesk/Hubspot
- You are an empathetic person.
- Strong written and verbal communication skills are a must!
- A passion for and experience with a variety of games, especially on mobile!
- Ability to act as a public face of Wildlife and engage with our players in a variety of online public settings with a fun and professional tone.
- A thirst for knowledge and desire to constantly learn, improve, and expand perspective.
- Confidence to make judgement calls to provide the best experience possible for players.
- Desire to work in a fast-paced environment where change is not only expected, but seen as an opportunity for positive improvement and innovation.
- You have fluent written and spoken English. Fluency in any of these additional languages is a big plus: Russian, Japanese, Korean, Chinese, German or Italian.
- Experience working with confidential personal and business information.
- Strong Attention to detail is a must!
- Ability to work a variety of shifts is preferred.
- A higher education degree is preferred, but not required.
More about you
- You are committed and highly accountable for your responsibilities and actions.
- You never settle for good enough. Constantly strive for improvement and betterment while actively seeking new challenges.
- You thrive when tasked with solving complex, unstructured problems.
- You are motivated by the opportunity to create value and thus have a positive impact on the organization and our players.
- You take a candid and direct approach to feedback and communication as a whole.
- You care deeply for the wellbeing of others, especially the team(s) that you are responsible for.
- You think big and bring bold aspirations to your work every single day.
- You have the ability to influence others in order to drive positive change for the business.
About Wildlife
Wildlife is one of the leading mobile game developers and publishers in the world. We have released more than 60 titles, reaching billions of people around the globe. Today, we have offices in Brazil, Argentina, Ireland, and the United States. Here, we build games that will excite, intrigue, and engage our players for years to come!
Equal Opportunity
Wildlife is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, colour, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
We're committed to providing accommodations for candidates with disabilities in our recruiting process. If you need any assistance, please let us know at recruitment@wildlifestudios.com .
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