Player Services Representative

Scopely is looking for a Player Services Representative to join our TriPeaks Studio in Bangalore

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.

• Provide timely, respectful and personalized support to Solitaire TriPeaks players.

• Take ownership of player issues and investigate technical, functional and billing concerns through resolution.

• Use the knowledge base, website and internal support tools to research issues and provide accurate responses.

• Escalate unresolved or high-impact issues to the appropriate teams, ensuring clear documentation and follow-up.

• Collaborate with Product and QA teams to investigate, reproduce and help resolve live-game bugs.

• Track, analyze and report player feedback to identify trends, anomalies and potential wider issues.

• Represent the player’s voice by sharing insights with Player Services, Product, Analytics and Marketing, and advocating for improvements.

• 2-5 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

• Ability to remain composed and professional when faced with a significant volume of customer concerns and difficult situations and Exceptional attention to detail.

• 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

• 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. Helpshift and Jira experience is a plus

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 leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time “MONOPOLY GO!” and “Pokémon GO,” along with “Stumble Guys,” “Star Trek™ Fleet Command,” “MARVEL Strike Force,” “WWE Champions,” the Scrabble® franchise, “Yahtzee® With Buddies,” and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the