Customer Support / Localisation Specialist

Hutch; London; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in mobile gaming seeks a passionate Customer Support/Localisation Specialist. This role focuses on enhancing player experiences by providing exceptional support and managing localisation tasks. Join a dynamic team that values creativity and collaboration, ensuring a healthy work-life balance while engaging with a vibrant gaming community. If you love cars and games, and thrive in a fast-paced environment, this opportunity is perfect for you. Contribute to exciting projects and help shape the future of gaming at a company that prioritizes its people.

Qualifications

• Experience in customer support or community management in tech or gaming.
• Bilingual in German, Italian, Russian, Chinese, or Korean.

Responsibilities

• Respond promptly to customer inquiries and handle complaints.
• Supervise vendor managed agents and localise FAQs.
• Build strong relationships with VIP customers.

Skills

Customer Support

Localisation

Communication Skills

Problem Solving

Attention to Detail

Bilingual (German, Italian, Russian, Chinese, Korean)

Education

Experience in Customer Support or Community Management

Tools

Helpdesk CRM Systems (Helpshift, Zendesk)

Job description

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Customer Support/Localisation Specialist | Remote | 6 Month Contract

Were Hutch, a mobile games developer & publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 300 million people, with new titles in development.

We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy.

Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way.

We believe in; Looking after our people, small empowered teams, complete transparency, test, learn repeat, community at the core and the freedom to focus on what truly makes a difference to our players.

Were driven by our players! Come and Join the mission!

Customer Support/Localisation Specialist

Hutch is looking for an experienced Customer Support/Localisation Specialistto join the team on an initial 6 month contract. We're looking for someone who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Player Support Manager, the role will mainly focus on Customer Support, interacting with VIP players, helping supervise vendor managed agents, localisation and ad hoc tasks.

Responsibilities

• Respond promptly and professionally to customer enquiries.
• Handle and resolve customer complaints.
• Perform and record customer refunds where appropriate.
• Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers.
• Provide feedback on the efficiency of the customer service process.
• Being the first point of contact for VIP players via our CRM system .
• Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them.
• Monitor the customer base for new VIP customer potential.
• Localisation of presets and FAQ articles.
• Localisation quality assurance as organised by the localisation manager.
• Work alongside game teams to plan and execute in game events and promotions.
• Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.
• Respond to player reviews on platform app stores (iOS/Android).
• Previous experience in customer support or community management role in the tech or games industry.
• Bi-lingual in any of the following languages (written and spoken) - German, Italian, Russian, Chinese, Korean.
• Knowledge of helpdesk CRM systems (helpshift, zendesk or similar).
• Demonstrable communication skills (excellent written English).
• Problem solving.
• Attention to detail and accuracy.
• Willingness to work one day at the weekend.
  
  

Bonus points

• Racing genre gaming fan: PC, Console and especially Mobile.
• Familiarity with performance analytics.
• Strong mathematical skills.
  
  

Life at Hutch

Our HQ is in the heart of Shoreditch in central London. We have additional offices in Dundee and Mahone Bay, Nova Scotia. We're an agile, creative team with people at the core of our values.

Our Values

• Transparent
• Humble
• Collaborative
• Driven
• Adaptable
  
  

We value diversity and as an equal opportunity employer we encourage applications from all suitable applicants. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please see Hutch Privacy Policy for details on how Hutch uses your personal data.

https://www.hutch.io/

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Temporary

Job function

• Job function

  Other

• Industries

  Administrative and Support Services

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