Customer Support Coordinator

Melbourne, Victoria /
LiveOps /
Casual
Aglet today is a digital sneaker collection game, powered by step-counting and an ever expanding catalogue of virtual sneakers. Tomorrow, Aglet will revolutionize how we play games, how we interact with brands, and how the next Virgil Abloh will be discovered.

Aglet is powered by Onlife, a bold company and vision dedicated to inspiring the world to Play Life via a series of gamified overlays of our real, location based, context-rich lives, as we live them. We think we’ve only scratched the surface of evolving our augmented lives - starting with sneakers and streetwear. We believe that “the street” is where the community is - and today, the street is in games. We consider our current app only “gamified.” Our next steps will lead Aglet to provide vastly deeper challenges, storylines, and exhilaration from collection, trading, and creating.

We are a fully remote, creative team distributed around the globe looking for novel ways to bring the metaverse to life.

WHAT YOU’LL DO

* Provide prompt, friendly, and personalised support to our players that reflects our brand.
* Share player feedback with the Product and LiveOps teams so they can better understand what players want and their pain points.
* Respond to support tickets and resolve player issues.
* Raise bug issues with the dev team and follow up to ensure it’s resolved in a timely manner.
* Improve and streamline our support processes so less time is spent on repetitive tasks.
* Assist with the translations of material from English to Japanese.
* Assist with the creation and management of social media for our Japanese players. 

ABOUT YOU

* You are an excellent communicator and are able to relate to players with ease.
* You make things happen without being told what to do and like to bring your new ideas to life.
* You have a passion for customer service and making sure players have a great time, all the time.
* You’re a wonderful problem solver and find creative ways to make sure everyone walks away feeling heard and positive about the outcome.
* You’re able to adapt to changing priorities and can navigate through complex situations. 
* Have knowledge of Japanese Culture.
* You are proficient in Japanese and English

TOOLS WE USE
Intercom, Jira, Google Sheets, Big Query, Mixpanel

WE'RE BIG ON VISION AND VALUES.
Our vision is to create an onlife world that blends the physical and digital. Our values guide how we work, make decisions and engage with one another.

Open to Play. Think BIG and weird; Approach problems and ideas with wonder; fearlessly develop and deliver on interesting ideas. 

Get Clear. Understand the game you are playing; Ask for help and direction when you need it; Communicate clearly and take notes.

Get it Right. Freedom and comfort to disagree; Proactively share and show your work; Demonstrate vulnerability by sharing uncertainty and challenges.

Radical Ownership. Don’t wait to be told what to do - own your space and make things happen; Own your mistakes and learn from them; Give meaningful feedback to the person who needs to hear it.

Be Active. Show up and participate; Build a community; Invest in your own physical and mental well-being - when you need a break, take a break.

DIVERSITY MATTERS

We’re building a new platform that gives a voice to underrepresented creatives. To do that, we are building a team that models the type of world we're trying to create, one that is rich in different perspectives and backgrounds. We encourage all applicants to apply particularly if you are from an under-represented community or have followed an unconventional path to get to where you are - we want to hear from you!