Customer Success Executive

Responsibilities:

• Respond to player queries and tickets via webmail and chat according to established service level agreements (SLAs) and support protocols.
• Accurately log and record all customer interactions and support transactions using our internal systems and CRM tools.
• Collaborate cross-functionally with Development, QA, and other departments to research and resolve complex technical issues, bugs, and payment problems.
• Proactively identify and escalate new, trending, or critical issues to the Customer Support Lead per specified protocol, ensuring rapid response to game-breaking problems.
• Contribute ideas and suggestions for improving internal processes and enhancing the overall player support experience.
• Fully comply with all company procedures, processes, strategies, and tactics as required.
• Handle ad-hoc tasks as assigned by your line manager to support team operations.

Requirements:

• 2-3 years of proven experience in a Customer Support, Customer Success, or a similar customer-facing role, preferably within the gaming or entertainment industry.
• Excellent written communication skills and a strong collaborative sense for effective teamwork.
• Demonstrated proficiency in email communication and experience managing support tickets.
• Experience with CRM systems (e.g., Zendesk, Helpshift) is a plus.
• Must be a passionate gamer with the ability to easily navigate the user interfaces (UI) of mobile and PC games.
• Knowledge of and reasonable experience responding to feedback from platforms like the Google Play Store and Apple App Store.
• Based in our Bangalore office for 5 days per week.