Player Services Representative

Scopely; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Scopely is looking for a Player Services Representative to join our TriPeaks Studio in Bangalore. The role focuses on delivering outstanding customer support to Solitaire TriPeaks players, researching issues, and maintaining a courteous tone to boost satisfaction and retention.

You will work with Product and QA teams to investigate bugs, escalate complex issues, and help improve the player experience across platforms. A knowledge of Jira and Helpshift is a plus, with weekend shifts common.

Qualifications

• 2–5 years in customer service for consumer products or games
• Ability to manage multiple tasks in a fast-paced environment
• Excellent written and spoken English

Responsibilities

• Provide timely, respectful, personalized support to Solitaire TriPeaks players.
• Take ownership of player issues and investigate technical, functional and billing concerns.
• Use knowledge base, website and internal tools to research issues and provide accurate responses.
• Escalate unresolved issues with clear documentation and follow-up.
• Collaborate with Product and QA to investigate and reproduce live-game bugs.
• Track, analyze and report player feedback to identify trends and issues.
• Represent the player voice by sharing insights with teams and advocating for improvements.

Skills

Customer service

Gaming experience

Communication

Time management

Tools

Jira

Helpshift

Job description

Scopely is looking for a Player Services Representative to join our TriPeaks Studio in Bangalore

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

Tiki Solitaire TriPeaks is a top grossing solitaire game. The close knit team has an outstanding culture where they embrace and respect each other as individuals and equals.

About the Role:

The Tiki Solitaire Tripeaks Player Services Representative is empowered and encouraged to provide outstanding customer service to enhance customer satisfaction and player retention. This individual achieves this by conducting in-depth research into player questions and concerns while maintaining a courteous and respectful tone and demeanor.

What You Will Do

• Provide timely, respectful and personalized support to Solitaire TriPeaks players.
• Take ownership of player issues and investigate technical, functional and billing concerns through resolution.
• Use the knowledge base, website and internal support tools to research issues and provide accurate responses.
• Escalate unresolved or high-impact issues to the appropriate teams, ensuring clear documentation and follow-up.
• Collaborate with Product and QA teams to investigate, reproduce and help resolve live-game bugs.
• Track, analyze and report player feedback to identify trends, anomalies and potential wider issues.
• Represent the player’s voice by sharing insights with Player Services, Product, Analytics and Marketing, and advocating for improvements.

What We’re Looking For

• 2-5 years of customer service experience for consumer products and mobile and online games a plus
• Excellent organizational and planning abilities, capacity to manage various activities, and ability to work in a time-critical, fast packed environment
• Experience using various Operating Systems and documentation tools
• Ability to remain composed and professional when faced with a significant volume of customer concerns and difficult situations and Exceptional attention to detail.
• Team player: collaborative, willing to assist, goes above and beyond, and shares ideas
• Prior experience working with a brand known for its customer-centric approach
• Willing to work a flexible schedule that will include weekends (Saturday/Sunday). May include rotating shifts, on-call shifts, and/or holiday work
• A demonstrated proficiency and mastery over the English language, both written and spoken. Helpshift and Jira experience is a plus

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

About Scopely

Scopely is a leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time "MONOPOLY GO!" and "Pokémon GO," along with "Stumble Guys," "Star TrekTM Fleet Command," "MARVEL Strike Force," "WWE Champions," the Scrabble franchise, "Yahtzee With Buddies," and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the most diversified and award-winning portfolios in the games industry - bringing hundreds of millions of players together through a shared love of play.

Founded in 2011, Scopely is powered by its exceptional team - including thousands of world-class gamemakers around the globe, a distinctive tenet-driven culture, and its proprietary technology platform, Playgami. Together, these strengths have fueled Scopely’s position as the #1 mobile games company in the U.S. and #2 globally, generating more than $10 billion in lifetime revenue. Whether building global sensations like "MONOPOLY GO!" from the ground up, or expanding through strategic acquisitions, including the FoxNext, GSN, and Scopely Explore games businesses - Scopely consistently delivers experiences players love today and return to for years to come.

Recognized multiple times as one of the "100 Most Influential Companies in the World" by TIME magazine and one of Fast Company's "World's Most Innovative Companies" and "Best Workplaces for Innovators," Scopely believes that video games can be a force for good - creating meaningful connections, vibrant communities, and making life better through play.

Scopely has global operations and partners across four continents in more than a dozen countries worldwide. For more information, visit: https://www.scopely.com/.

Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact [e-mail]. Our job applicant privacy policies are available here: California Privacy Notice and EEA/UK Privacy Notice.

Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.