About THRYL
THRYL by Glazer Games is a gaming super-app for esports and casual/social games with rewards, offerwalls, leaderboards, and creator-led engagement. We obsess over fair play, fast support, and delightful player journeys.
Purpose of the Role
Be the first line of help for THRYL users across in-app chat, email, social, and Play Store reviews. You will resolve queries, prevent churn, and turn issues into “wow” moments—especially around logins, rewards/coins, offerwall tasks, tournaments, anti-cheat reviews, and basic technical troubleshooting.
Key Responsibilities
Player Support & Case Handling
- Handle daily tickets from in-app chat, email, and social channels within SLA.
- Resolve queries on: account/login, OTP & KYC, THRYL Coins/rewards redemptions, offerwall validations, tournament participation & scoring, stream/watch issues, and app performance (crashes, lag, device compatibility).
- Guide users through self-serve flows (FAQ, help center, status page) and escalate complex cases.
Quality & SLAs
- Meet or exceed response and resolution SLAs; maintain high CSAT (post-chat surveys) and low reopen rates.
- Use macros, tags, and templates; ensure accurate case notes and ticket hygiene.
Trust & Safety
- Identify and report suspected abuse (multi-accounting, botting, emulator misuse where disallowed, match-fixing, fraudulent offerwall submissions).
- Follow play-fair policies and escalation paths for investigations and account actions.
Offerwall & Rewards Ops
- Validate offerwall completions against partner dashboards; raise missing-credit disputes with evidence.
- Process redemptions as per policy; coordinate with Finance for refunds/chargebacks (if applicable).
Feedback & Product Loop
- Capture user pain points and feature requests; raise bugs to Product/Tech with clear repro steps, device logs, and screenshots/screen recordings.
- Maintain KEDB (Known Error Database) and contribute to FAQ/help-center updates.
Public Response & Reputation
- Reply to Play Store reviews using brand voice; turn low ratings into recoveries where possible.
- Support event-day war rooms during tournaments, updates, or incidents.
Success Metrics (KPIs)
- First Response Time (FRT) & Average Handle Time (AHT)
- Resolution SLA % and Backlog ≤ target
- CSAT ≥ target; NPS comments mined for insights
- Reopen rate & Escalation rate within threshold
- Quality audit score (QA) ≥ target
- Accurate tagging/notes; zero PII/policy breaches
Must-Have Qualifications
- 1–3 years in customer support/contact center or player support for a consumer app (gaming preferred).
- Excellent English and Hindi;
Gujarati fluency strongly preferred
(Surat/Western India user base). - Clear written communication; ability to simplify technical steps for non-technical users.
- Comfort with support tools (any of: Freshdesk/Zendesk/Helpshift/Intercom), Google Workspace, basic Excel/Sheets.
- Working knowledge of Android/iOS basics: cache/data clear, app perms, network checks, device specs, OS versions.
- High empathy, patience under pressure, and bias to resolve.
Good-to-Have
- Prior experience with gaming/esports communities, live streams, or creator ecosystems.
- Familiarity with offerwalls, MMPs, attribution basics, and fraud signals.
- Understanding of fair-play/anti-cheat concepts; emulator/device spoofing patterns.
- Comfortable with scripting crisp public responses (Play Store, social).
Tools & Systems You’ll Use
- Ticketing & chat: Freshdesk/Zendesk/Helpshift/Intercom (as applicable)
- Knowledge Base/FAQ CMS, status page
- Offerwall/partner dashboards (e.g., Tapjoy/IronSource/etc., per THRYL stack)
- Analytics & logs (basic lookups), Sheets for case audits
- Slack/Discord for war rooms; JIRA/Linear for bug filing
Work Model & Shifts
- Location: Surat (Onsite preferred); exceptional remote candidates considered.
- Shifts: Rotational, including evenings/weekends and tournament days.
- Rotational weekly off; comp-off for event overtime as per policy.
- On-call during major releases or esports finals (rostered).
Behavioral Traits
- Player-first mindset; calm during spikes.
- Ownership: closes the loop, not just the ticket.
- Detail-oriented documentation; strong follow-through.
- Integrity with user data and investigations.
Day-to-Day Examples
- Walk a user through failed OTP login and device change.
- Validate a “missing Coins” claim with offerwall proof and partner logs.
- Draft a Play Store reply that acknowledges a crash and links the fix version.
- File a bug with steps, device info, and screen recording; update KEDB/FAQ.
