Process Executive / Sr. Process Executive (Customer Support) - Gaming Industry
Process Executive / Sr. Process Executive (Customer Support) - Gaming Industry
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Job Description
Join Our Global Gaming Force Process Executive / Sr. Process Executive (Customer Support)
Are you a passionate gamer with a knack for problem-solving Ready to be the voice behind some of the worlds most beloved online games Join a global leader in the gaming industry and elevate player experiences for millions worldwide!
We are hiring Process Executives and Senior Process Executives to deliver top-tier player support for a dynamic portfolio of blockbuster PC and mobile titles including award-winning MOBAs tactical shooters strategy games and immersive card battlers.
Role Overview
As a Process Executive youll be the first line of support delivering empathetic and accurate solutions to players through email and live chat (primarily via Zendesk). This is a great opportunity for entry-level candidates with a passion for gaming and a desire to kickstart a career in customer support.
As a Senior Process Executive youll take it a step furtherhandling escalated or complex cases mentoring junior team members and driving improvements in player satisfaction and internal processes.
What Youll Do
Process Executive Responsibilities:
- Provide email/live chat support for player inquiries (account billing technical and in-game issues).
- Troubleshoot problems clearly and effectively using defined support pathways.
- Maintain accurate ticket records in Zendesk.
- Escalate issues that require advanced handling.
- Meet KPIs for response quality CSAT and SLA adherence.
- Stay up to date with game features and policies.
Sr. Process Executive Additional Responsibilities:
- Handle complex and escalated player issues with autonomy.
- Guide and mentor junior Process Executives.
- Analyze recurring issues and propose solutions or escalations.
- Collaborate with cross-functional teams (e.g. Tier 3 QA Dev) for resolution improvements.
- Contribute to internal knowledge base articles.
What Youll Need
For Process Executive:
- Bachelors degree or equivalent.
- Native-level proficiency in Support Language; English proficiency (B2) for internal communication.
- 12 year of experience in customer-facing roles.
- Strong written communication and empathy.
- Basic troubleshooting and tech comfort; familiarity with gaming communities.
For Sr. Process Executive:
- Bachelors degree or equivalent.
- 34 years of experience in customer support ideally in gaming or tech.
- Advanced knowledge of at least one major game genre (MOBA tactical shooter etc.).
- Strong analytical mentoring and escalation-handling skills.
- Native-level support language English proficiency (C1 preferred).
Nice to Have
- Experience with Zendesk or other CRM systems.
- 40 WPM typing speed.
- Deep experience playing flagship game titles.
- Knowledge of online communities (forums Discord Reddit etc.).
- Experience with knowledge base creation or Tier 2 support tools.
Salary & Benefits
- Process Executive: 1300 to 1600 Euros / month
- Senior Process Executive: 1800 to 2200 Euros /month
- Fixed Bonus
- Meal Tickets
- Relocation Package (If Applicable for relocation needs)
Location
Bucharest Romania (Relocation Provided)
Why Join Us
- Work with a top-tier publisher known for its player-first approach
- Be part of a vibrant and diverse global support team
- Access ongoing training and career advancement opportunities
- Help shape the future of player experience
Level up your career and help shape unforgettable gaming experiences. Apply now to become a core part of our Player Support team!
Employment Type
Full Time
