Global Customer Support Specialist - Gaming (Hybrid/Remote)

Tripledot Studios Limited; Jakarta Pusat; Hybrid; IDR 133,920,000 - 200,880,000; Full time

Benefits offered by this job

Hybrid Working

Remote work 20 days/year

Breakfast & Lunch provided

BPJS HEALTH

BPJS SOCIAL

Festivity Allowance

Private Health Insurance

Employee Assistance Program

Family Forming Support

English Classes

Job summary

Tripledot Studios Limited is seeking a Customer Support Specialist for Puzzleplay to maintain a positive relationship with our global user base and boost player retention. You will resolve inquiries across email, chat, in-app messaging, and social platforms with empathy and clarity.

We value 2–3 years in customer support, experience with Zendesk or Helpshift, and comfort with collaborating with product and engineering teams. Hybrid work and global perks are offered.

Qualifications

• 2–3 years in customer support or client-facing roles.
• Experience using Zendesk or Helpshift.
• Experience in mobile apps, adtech, gaming, or SaaS is preferred.

Responsibilities

• Respond to user inquiries via email, chat, in-app messaging, and social platforms.
• Troubleshoot account access, reward redemptions, gameplay errors, or technical glitches.
• Document tickets and coordinate with product/engineering when escalating.
• Identify recurring feedback and share insights with product teams.
• Monitor reviews and social mentions to improve ratings.
• Develop and update FAQs, help center articles, and canned responses.
• Track KPIs and suggest process improvements.

Skills

Communication

Problem-solving

Empathy

Multitasking

Customer focus

Tools

Zendesk

Helpshift

CRM systems

Job description

Tripledot Studios Limited is seeking a Customer Support Specialist for Puzzleplay to maintain a positive relationship with our global user base and boost player retention. You will resolve inquiries across email, chat, in-app messaging, and social platforms with empathy and clarity.

We value 2–3 years in customer support, experience with Zendesk or Helpshift, and comfort with collaborating with product and engineering teams. Hybrid work and global perks are offered.