Customer Success Associate II

2kmadrid; Madrid; Presencial; EUR 30.000 - 42.000; Jornada completa

Descripción de la vacante

2K is seeking a Customer Success Associate in Madrid to handle complex customer service issues, including VIP tickets and time-sensitive requests. You will troubleshoot advanced technical issues on PCs and consoles, and mentor teammates while contributing to knowledge base updates.

You will also collaborate with cross-functional teams to improve service delivery and ensure customer satisfaction across titles like NBA 2K, BioShock, and Borderlands.

Formación

• Experience resolving complex customer service needs, preferably in video games or related products.
• Ability to troubleshoot and resolve advanced technical issues across multiple platforms.

Responsabilidades

• Deliver timely, accurate, and respectful follow-up to customer questions and issues, ensuring high customer satisfaction.
• Troubleshoot and resolve advanced technical issues on PCs, Sony, and Microsoft consoles using in-depth product knowledge.
• Respond to VIP customer inquiries and handle time-sensitive requests with professionalism and urgency.
• Serve as an escalation point for Tier I associates, providing guidance to resolve challenging issues.
• Take ownership of customer service incidents, ensuring successful resolution and follow-up.
• Perform User Generated Content Moderations for various titles, ensuring compliance with company guidelines.
• Collaborate with internal departments to address customer concerns and improve service delivery.
• Assist with special projects such as Knowledge Base updates and customer feedback analysis.

Descripción del empleo

Who We Are

2K is headquartered in Novato, California and is a wholly owned label of Take‑Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K's portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, HB Studios, and 2K SportsLab. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today's most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of 2K's portfolio currently includes several AAA, sports and entertainment brands, including global powerhouse NBA 2K, renowned BioShock, Borderlands, Mafia, Sid Meier's Civilization and XCOM brands; popular WWE 2K and WWE SuperCard franchises, TopSpin 2K25, as well as the critically and commercially acclaimed PGA TOUR 2K.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions, even if they don't meet every requirement for the role. If you're interested in the job and think you have what it takes to work at 2K, we encourage you to apply!

What We Need:

The Customer Success Associate is responsible for handling more complex customer service issues, including VIP tickets, time‑sensitive requests, and advanced troubleshooting. Associates in this role are expected to contribute significantly to team projects, such as process improvement initiatives, product launches, and customer experience enhancements. This role requires a deeper understanding of company products and services, as well as the ability to mentor team members

What You Will Do:

Customer Support and Issue Resolution

• Deliver timely, accurate, and respectful follow-up to customer questions and issues, ensuring a high level of customer satisfaction.
• Troubleshoot and resolve advanced technical issues on PCs, Sony, and Microsoft consoles, leveraging in-depth product knowledge.
• Respond to VIP customer inquiries and handle time‑sensitive requests with professionalism and urgency.
• Serve as an escalation point for Tier I associates, providing guidance and support to resolve challenging issues.
• Take ownership of customer service incidents, ensuring successful resolution and follow‑up.

Content Moderation and Compliance

• Perform User Generated Content Moderations for various titles, ensuring compliance with company guidelines.

Collaboration and Cross-Department Coordination

• Collaborate with internal departments to address customer concerns and improve service delivery.

Special Projects and Knowledge Base Contribution

• Assist with special projects, such as mobile soft launches, Knowledge Base updates, and customer feedback analysis.
• Contribute to team projects by identifying areas for improvement, proposing solutions, and implementing changes.

Who Would Be A Great Fit:

Behavioral

• Demonstrate the ability to identify and address routine problems without requiring supervision. Apply critical thinking and past experience to resolve issues efficiently, ensuring minimal disruption to workflows.
• Communicate clearly and professionally with colleagues across different teams or departments. Ensure that information is shared accurately and in a timely manner, fostering collaboration and alignment on shared goals.
• clear, accurate, and relevant information to address inquiries or concerns. Resolve issues promptly, ensuring a positive customer experience and maintaining trust.

Technical

• Efficiently manage tasks, prioritize responsibilities, and ensure timely completion of deliverables with minimal errors. Apply technical knowledge and skills effectively to complete routine tasks.

Leadership

• Provide guidance, support, and training to less experienced team members.
• Effectively mediate and resolve minor disagreements or misunderstandings within the team.

Strategic Influence & Business Acumen

• Understand the key stages of project or product development, including planning, execution, and delivery.
• Ensure that all work adheres to company policies, industry standards, and legal requirements.

Required Qualifications, Knowledge, and Job-Related Skills

• Demonstrated success in resolving complex customer service needs, preferably within the video game industry
• Proven track record of resolving customer service needs of varying complexity in video games or related products and demonstrated ability to troubleshoot and resolve advanced technical issues.