Support Knowledge Associate

Scopely is looking for aSupport Knowledge Associate to join our Central Player Experience Team. The ideal candidate has a strong background in knowledge management customer support and gaming with experience in analyzing and optimizing support content to enhance player experiences. As the Support Knowledge Associate you will play a key role in shaping and maintaining the FAQs Quick Replies internal knowledge base and selfservice resources ensuring they remain accurate effective and aligned with player needs.

At Scopely we are passionate about delivering exceptional player experiences and fostering strong connections within our gaming communities. We are a global team of game lovers dedicated to developing publishing and innovating within the mobile games industry reaching millions of players worldwide every day.

Our team is based in Europe and the US working tirelessly to create captivating new experiences for our players.

What Will You Do:

As the Support Knowledge Associate you will:

• Optimize Existing Knowledge: Continuously review and improve FAQs Quick Replies and internal knowledge base articles to ensure they are accurate uptodate and effective.
• Analyze Knowledge Gaps: Assess existing procedures and processes identifying weaknesses and recommending improvements to enhance efficiency and player satisfaction.
• Leverage Data for Knowledge Enhancements: Utilize support data (FAQ deflection rates Bot performance FCR CSAT and resolution times) to measure effectiveness and drive datadriven updates.
• Create New Knowledge for New Games: Develop comprehensive knowledge materials for new game launches ensuring player support teams are equipped from day one.
• Maintain & Update Live Game Knowledge: Continuously refine gamespecific knowledge for live titles ensuring that all documentation aligns with feature updates bug fixes and evolving player needs.
• Ensure Consistency & Brand Voice: Standardize messaging tone and structure across all knowledge content to maintain a onevoice support experience.
• Support Training & Agent Readiness: Work with training and quality teams to ensure that agents have access to the latest and most effective knowledge resources.
• Collaborate with Product & Support Teams: Partner with Product Support Team and Community teams to ensure knowledge aligns with game updates and overall player support strategy.
• Integrate Knowledge with Automation & AI: Work with automation specialists to enhance BOT flows selfservice options and chatbot responses for improved efficiency.
• Monitor Agent Knowledge Usage: Track how agents interact with knowledge materials identifying areas where additional resources or training may be required.
• Audit & Improve SelfService Content: Ensure FAQ and Help Center materials effectively reduce ticket volume and improve firstcontact resolution.
• Stay Ahead of Industry Best Practices: Research and implement best practices in knowledge management automation and selfservice optimization to continuously enhance the support experience.

What Were Looking For:

The ideal candidate will have:

• 2 years of experience in knowledge management customer support or content optimization preferably in the gaming industry or a techrelated field.
• Experience analyzing support data (FAQ deflection Bot efficiency Resolution rates and knowledge base usage) to drive improvements.
• Ability to create refine and maintain playerfriendly and agentusable content ensuring clarity accuracy and consistency.
• Strong analytical skills with the ability to identify knowledge gaps trends and areas of improvement using player and agent data.
• Familiarity with Helpshift and Confluence (or similar CRMs and knowledge management tools) with a strong grasp of selfservice and automation strategies.
• Proven experience in crossfunctional collaboration working closely with Product BPO and Community teams.
• A passion for gaming and player experience with a deep understanding of how knowledge impacts support efficiency and player satisfaction.
• Strong written communication skills ensuring knowledge articles are clear concise and engaging for both players and support teams.
• Experience in structuring knowledge for new game launches and ongoing game updates ensuring seamless integration into the support ecosystem.
• Selfmotivated detailoriented and capable of handling multiple projects simultaneously in a fastpaced environment.
• Experience on training materials creation (nice to have)

About Us

Scopely is a global interactive entertainment and mobilefirst video game company home to many top awardwinning experiences such as MONOPOLY GO! Star Trek Fleet Command Stumble Guys MARVEL Strike Force and Yahtzee With Buddies among others.

Scopely creates publishes and liveoperates immersive games that empower a directedbyconsumer experience across multiple platformsfrom mobile web PC and beyond.

Founded in 2011 Scopely is fueled by a worldclass team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Companys Worlds Most Innovative Companies Scopely is a multibilliondollar business due to its ability to create longlasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia EMEA and North America and is home to many internal game development teams referred to as Scopely Studios with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion and is now an independent subsidiary of Savvy.

For more information on Scopely visit: