Player Support Specialist (Europe based)

Bulgaria /
Customers /
Full-time
/ Remote
Please note we do not accept unsolicited submissions of resumes/CVs from agencies or headhunters and will not pay fees to any agency or company that does not have a signed agreement and ongoing collaboration with Noice.

Noice’s “Content meets Multiplayer Game” platform completely re-imagines how gamers engage with their favourite content creators. Instead of just passively watching content, users on Noice play with the content and the creators. Our stealth beta version has shown that users are engrossed in this lean-forward multiplayer experience with the creators, which results in much higher engagement, retention and monetization for the creators.

Noice has raised over $25 million from founders of game industry unicorns from Unity to Supercell, has been developed for years in stealth mode and has been thoroughly validated with players and content creators. We aim to grow Noice to tens of millions of users and tens of thousands of content creators within the next three years. 

And this is where you come in.

We are looking for a driven Player Support Specialist who will be responsible for delivering world class support to creators and players that use Noice.

Your primary responsibility is handling VIP’s, escalations and servicing players as well as being the voice of our users by providing feedback to our product team. We are looking for highly motivated experienced customer service professionals who know what great customer service is. Ideally you will be able to work fairly autonomously and are able to adapt to change and think on your feet. 

This opportunity to join a highly experienced and motivated team to build a groundbreaking new platform comes also with ownership. For this role we are looking to for remote candidates within -2/+1 hours from Helsinki (GMT+3).  You can work remotely from your home office. Note that this role includes partial weekend-work, meaning you work 1 day/weekend: either Saturday or Sunday.

In this role you will

    • Onboard VIP’s to Noice, through creation of self help guides as well as personal onboarding sessions
    • Handling VIP issues and ensuring they are dealt with in a timely manner
    • Serve as the escalation point to address sensitive player issues while investigating, researching and resolving these issues
    • Be able to meet agreed targets consistently to ensure a high level of satisfaction from our VIP’s and players
    • Manage and create internal documentation for product and support related processes
    • Drives regular updates and upkeep of our player support FAQs and Help Center
    • Actively work to improve our support processes, workflows and tools with diverse teams across the organization
    • Additional duties and special projects as assigned

What we are looking for

    • Strong professional experience (minimum 2+ years) in customer or player support in games or other relevant consumer facing industry 
    • Hands-on experience with live streaming and technical troubleshooting skills related to streaming technology - i.e. you know OBS like the back of your hand
    • You have proven ability to work with data to find and report on actionable insights
    • You have a good understanding of Zendesk or a similar support tool 
    • You understand Customer Service KPI’s as they relate to improving the player support experience
    • You have experience working with outsourcing partners or have worked as an outsourcing partner
    • You have a sense of empathy and emotional intelligence when handling internal and external communication

We appreciate also

    • You have a personal interest in games - if so, we’d be especially keen to hear what you are currently playing! 
    • You have handled VIP’s in current or previous role
    • Connectivity knowledge and browser troubleshooting experience
What is in it for you?
First and foremost, at Noice you get to design and build a cutting edge platform that merges highly engaging game and metagame systems together with a fresh take on social and user generated content. You will be developing a new platform from scratch using the latest technologies and working with a motivated, proactive and experienced team that has already built large software services, social platforms and at an extremely high global scale.

You will join Noice for much more than just working in a specified role. You will join early on in our mission and will participate and contribute to designing Noice, helping us improve how we work and taking ownership. We want to learn from you and share our learnings with you.