Senior Customer Success Associate — VIP & Escalations

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

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.