Lead Player Support Specialist

4 days ago

United Kingdom Bring It On Full time

Bring It On is creating the next generation of skill games.

We deliver games that people enjoy for many years while earning money by playing excellently Skill is the most exciting category in the games industry that enjoys rapid growth and immense opportunities.

In our culture, everyone has maximum impact, which means you will get the autonomy you deserve and the trust you yearn for. You will build and lead a team of support specialists to communicate with players, catering to their needs, charming them with your communications and communicating matters to the rest of the team. 

This is a hands-on position that will require you to work closely with different departments, ensuring payment compliance while working towards player satisfaction.

Team members come with vast experience and will be among the most positive, professional, engaged, and fun people you’ve worked with. They will expect to find the same in you.

Are you ready to create awesomeness?

Responsibilities

Provide daily support to our players via iMessage, Facebook Messenger, and emails.

Closely manage KYC (account verification) processes and follow complex work protocols.

Develop an in-depth understanding of our game features, events, and player activities to deliver knowledgeable responses.

Troubleshoot player issues and work closely with internal teams to resolve game-related problems.

Maintain detailed documentation of player interactions and issues using our CRM.

Act as the voice of our players, collecting their feedback and communicating it to relevant departments for continuous product improvement.

Assist with onboarding new players, helping them learn the game and ensuring they understand our features.

Identify playing patterns and player behavior through analytical tools, using insights to guide player interaction strategies.

Collaborate with other teams to provide promotional offers and inform players about new game features and events.

Develop guidelines and procedures for future support team members

Hire and train a support team

Requirements

Minimum 4 years of experience in a customer support role in the gaming or iGaming industry.

2 years in a management role (not necessarily support, not necessarily in games)

Exceptional verbal and written communication skills in English.

Proficiency with CRM tools and experience documenting interactions.

Strong empathy, with an ability to listen attentively and provide tailored solutions.

Excellent time management skills and the ability to work flexible hours.

Experience working in remote settings and self-driven to work independently.

Advantages

Proficiency in additional languages (e.g., Spanish, Chinese) is a plus.

Experience with analytics or proficiency in Excel is preferred.

Perks

Attractive salary that meets your expectations

Stock options - when the company succeeds, you become rich

Home office budget - craft a top-notch environment to create wonders from

No physical office - work from anywhere you want to

Enjoy a culture focused on results and creating amazing player experiences

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you feel the above describes you perfectly - Apply now

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