Customer Success Associate III

2K; Madrid; Presencial; EUR 36.000 - 48.000; Jornada completa

Descripción de la vacante

2K Games is seeking a Customer Success Associate to handle complex support issues, mentor teammates, and drive service improvements. You will manage VIP and time-sensitive requests, troubleshoot across PCs and consoles, and collaborate with cross-functional teams to enhance customer experience.

The role requires strong English communication, leadership, and analytical skills, with a focus on mentorship, knowledge sharing, and proactive problem-solving in a fast-paced gaming environment.

Formación

• Administration or business degree or equivalent experience.
• Excellent English communication skills to convey concepts to technical and non-technical audiences.
• Proven leadership and mentoring experience within a customer service team.
• Strong problem-solving, analytical, and organizational abilities.

Responsabilidades

• Handle high-level customer service issues including VIP tickets and time-sensitive requests.
• Troubleshoot and resolve complex issues across platforms with product knowledge.
• Mentor Tier I/II associates and drive team improvement initiatives.
• Contribute to knowledge base, process improvements, and cross-department collaboration.

Conocimientos

Excellent communication

Leadership

Problem-solving

Attention to detail

Team collaboration

Educación

Administration or Business degree

Marketing degree

Herramientas

MS Office

G Suite

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.

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 business degree, Marketing degree, or At least 5+ years of experience in customer service or a related role.
• Excellent communication skills in English to convey concepts to both technical and non-technical audiences, and to influence stakeholders.
• Exceptional attention to detail, critical thinking, and problem-solving skills, with a strong sense of ownership over assigned responsibilities.
• Proven ability to manage multiple high-priority projects in a fast-paced, dynamic environment.
• Demonstrated leadership by mentoring junior team members and fostering a culture of continuous improvement within the team.
• Reliable and able to work scheduled shifts, including weekends and holidays.
• Strong communication skills in English, both written and verbal, to clearly document findings and provide feedback to level appropriate audiences.
• Strong analytical skills, attention to detail, creative problem-solving skills, organizational abilities, and a sense of ownership over assigned duties.
• Positive attitude along with flexibility, dependability, and excellent interpersonal skills, including the ability to collaborate effectively within a team environment.
• Technical Skills:
  • Basic technical proficiency with PCs and gaming consoles.
  • Familiarity with MS Office and G Suite products.
• Physical requirements include the ability to:
  • Lift up to 20 lbs. unassisted or assisted occasionally.
  • Stand, sit, and walk for prolonged periods of time.
  • Move between three separate floors as needed.
• CEFR C1 (Advanced) level of English proficiency or higher

Please ensure your CV is submitted in English, as non English CVs will not be reviewed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.