Customer Success Associate III

2kmadrid; Madrid; Presencial; EUR 30.000 - 52.000; Jornada completa

Descripción de la vacante

2K in Madrid is seeking a Customer Success Associate to handle complex customer service issues, including VIP tickets and time-sensitive requests, while contributing to product launches and customer-experience improvements.

You will mentor junior teammates, build expert knowledge of our games and services, and collaborate with internal teams to streamline support processes. Fluency in English is assumed; experience with Slack and knowledge bases is a plus.

Formación

• Handle VIP tickets and time-sensitive requests.
• Mentor Tier I/II associates and support team growth.
• Collaborate with internal teams to drive service improvements.
• Build and maintain a knowledge base and processes.

Responsabilidades

• Provide advanced customer support and issue resolution.
• Content Moderation and Compliance for user-generated content.
• Lead special projects and knowledge base updates.

Conocimientos

Customer service

Troubleshooting

Leadership

Communication

Herramientas

Slack

Email systems

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 dont 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

Advanced Customer Support and Issue Resolution

• Handle the highest level of customer service issues, including VIP tickets, critical time-sensitive requests, and escalations from Tier I and II associates.
• Troubleshoot and resolve complex technical issues on PCs, Sony, and Microsoft consoles, leveraging expert-level product knowledge.
• Take ownership of customer service incidents, ensuring successful resolution and proactive follow-up.

Content Moderation and Compliance

• Perform User Generated Content Moderations for various titles, ensuring compliance with company standards and policies.

Leadership and Mentorship

• Serve as a primary escalation point for Tier I and II associates, providing guidance and support to resolve challenging issues.
• Mentor and train Tier I and II associates, fostering their professional growth and enhancing team performance.

Knowledge Building and Resource Development

• Build and maintain expert-level knowledge of company products, services, and processes to serve as a resource for the team.

Collaboration and Service Improvement

• Collaborate with internal departments to address systemic customer concerns and drive service improvements.

Special Projects and Knowledge Base Contribution

• Lead special projects, such as mobile soft launches, Knowledge Base updates, process optimization initiatives, and customer experience enhancements.
• Drive team projects by identifying opportunities for improvement, developing solutions, and implementing changes.

Who Would Be A Great Fit

Behavioral

• Monitor workflows to identify risks and report them with actionable recommendations, ensuring issues are addressed early.
• Collaborate across teams using tools like email and Slack, ensuring clear, professional, and timely communication aligned with objectives.

Technical

• Leverage expertise to identify inefficiencies and suggest improvements that enhance workflows and productivity.
• Resolve complex issues by analyzing root causes and applying technical knowledge to deliver effective solutions.
• Communicate effectively in challenging situations, conduct research to address anomalies, and provide clear, accurate responses.

Leadership

• Guide less experienced team members by sharing knowledge, offering feedback, and fostering skill development.
• Handle sensitive conflicts involving VIP clients with professionalism, using advanced resolution techniques to achieve positive outcomes.

Strategic Influence & Business Acumen

• Understand all stages of development, anticipate challenges, and contribute to smooth transitions and successful outcomes.
• Deliver services aligned with customer needs while ensuring compliance with regulations, balancing customer focus with operational efficiency.

Required Qualifications, Knowledge, and Job-Related Skills

Administration and b