Customer Operations Specialist in the Gaming Industry

Do you want to combine technology, game development, and customer experience in a role where you have significant ownership and the opportunity to make an impact? We are now looking for a Customer Operations Specialist for an exciting company in the gaming industry.

ABOUT THE ROLE

As a Customer Operations Specialist, you will be responsible for ensuring that the Customer Experience team's platforms, tools, and workflows are effective, optimized, and fully utilize available technology. You will work closely with the Customer Experience Manager and play a central role in prioritizing, developing, and improving processes, with the goal of building trust, improving sentiment, and enhancing overall product quality.

You will act as the technical hub for the team, supporting both internal functions and external vendors. The role involves a broad responsibility within systems, automation, analysis, and technical support related to games and community.

RESPONSIBILITIES

Job Tasks

The tasks include technical support, system administration of customer support platforms, CRM management, bot development, and contributing to website maintenance. You will be a technical bridge between different departments and help analyze player insights.

Manage and maintain the Helpshift platform and bot management for customer support.
Support the implementation of Helpshift SDK and maintenance of in-app support.
Work with CRM management and customization to improve customer relationships.
Provide technical support to the CEX team regarding game functionality and code-related issues.
Contribute to the maintenance and development of the company's website.
Manage the team's Kanban process and automation.
Track, compile, and present insights about players.

WE ARE LOOKING FOR YOU WHO

Has at least 3 years of experience in game development (studies or work in a technical role)
Has experience working with Unity game engine
Is very familiar with working with APIs and system integrations

It is a plus if you have:

Knowledge in web development (HTML, CSS, JavaScript)
Good knowledge of Python
Experience in customer support and the gaming industry
Experience working with bot flows in node-based tools

To thrive in this role, you are technically curious, solution-oriented, and structured. You enjoy taking ownership, working cross-functionally, and combining analysis with practical implementation.

Our Recruitment Process

This recruitment process is handled by Academic Work, and our client's request is that all questions regarding the position be sent to Academic Work.

We apply ongoing selection and will remove the ad when enough candidates have reached the final stages of the recruitment process. When applying, a CV is requested. A cover letter is not used as a selection method and therefore does not need to be attached. The recruitment process includes two selection tests: a personality test and a cognitive ability test. The tests are a tool to find the candidate with the highest potential for the position and to promote equality, diversity, and a fair recruitment process.