Player Support Specialist (Spanish)

Keka Technologies Private Limited; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Free daily lunches

Company-paid health insurance

Job summary

Gameberry Labs in Bangalore is seeking a customer support specialist to respond to player inquiries, moderate clubs, and maintain high CSAT scores while upholding community guidelines.

Join an autonomous studio that prioritizes fast decision-making and growth, empowering you to impact product improvements and deliver delightful player experiences globally.

Qualifications

• 1+ years of experience in customer support or moderation, preferably in the gaming industry.
• Strong written and verbal communication skills in Spanish, English, and Hindi.
• Experience using CRM and ticketing tools (e.g., Zendesk, Freshdesk, Helpshift).
• High level of ownership, attention to detail, and a strong bias for action.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to work rotational shifts, including night shifts, weekends, and holidays.
• Basic understanding of support analytics and reporting.
• A passion for gaming and a genuine desire to create delightful player experiences.

Responsibilities

• Respond to player emails, in-app tickets, and Play Store/App Store reviews with empathy, accuracy, and professionalism.
• Handle Clubs moderation tasks, ensuring all player interactions comply with our community guidelines and code of conduct.
• Maintain high CSAT and Quality scores and meet defined service-level goals (SLAs).
• Identify recurring player pain points and report them to the product and development teams for improvement.
• Document, track, and elevate complex cases requiring further investigation.
• Adapt to shift schedules, including weekends and holidays, based on operational needs.

Skills

Multilingual communication

Customer support

Attention to detail

Ownership mindset

Ability to work under pressure

Team collaboration

Tools

Zendesk

Freshdesk

Helpshift

Job description

Gameberry Labs, a thriving mobile games studio established in 2017 and headquartered in Bangalore, has aimed for an extraordinary vision – to become the premier game development company on a global scale. As a bootstrapped and profitable startup, Gameberry Labs has taken the mobile gaming scene by storm. Since our inception in 2017, our games 'Ludo STAR' and 'Parchisi STAR' have captivated players around the globe, resulting in an impressive 250 M+ downloads.

Our Belief

Our profound belief in the transformative ability of mobile games lies in their power to reshape modern connections, entertainment, and learning experiences. We see them as personal buddies that boost our brains, melt away stress, and keep spirits high - anytime, anywhere.

Our Mission

We want to make millions of people happy with games that they would love to grow old with. We are driven by a passion for creating exceptional gaming experiences that people will cherish for years to come. With our fearless team of dreamers and innovators, we are constantly pushing the boundaries of what's possible in the world of mobile gaming.

Highlight Reel

• We’ve rocked an impressive 250 M+ game downloads.
• We have made $ 250 M+ in lifetime revenue from our games.
• Both 'Parchisi STAR' and 'Ludo STAR' have hit 100 M+ downloads individually.
• We were in the list of Top 10 India HQ Games Publishers in 2021.
• We have handled more than 1 M+ concurrent users playing our game in 2020.

Cool Tidbits

• Our games attract a monthly player base equivalent to the population of Australia, with over 20M players engaging each month!
• Players spend an astronomical 297.6 Mars round-trip worth of time on our games daily!!!

Key Responsibilities

• Respond to player emails, in-app tickets, and Play Store/App Store reviews with empathy, accuracy, and professionalism.
• Handle Clubs moderation tasks, ensuring all player interactions comply with our community guidelines and code of conduct.
• Maintain high CSAT (Customer Satisfaction) and Quality scores and meet defined service-level goals (SLAs).
• Identify recurring player pain points and report them to the product and development teams for improvement.
• Document, track, and elevate complex cases requiring further investigation.
• Adapt to shift schedules, including weekends and holidays, based on operational needs.

Requirements

• 1+ years of experience in customer support or moderation, preferably in the gaming industry.
• Strong written and verbal communication skills in Spanish, English, and Hindi.
• Experience using CRM and ticketing tools (e.g., Zendesk, Freshdesk, Helpshift).
• High level of ownership, attention to detail, and a strong bias for action.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to work rotational shifts, including night shifts, weekends, and holidays.
• Basic understanding of support analytics and reporting.
• A passion for gaming and a genuine desire to create delightful player experiences.

Your Adventure at Gameberry Labs

At Gameberry Labs, we're all about riding the wave of new trends and tech, and building the best possible player experience that shapes the gaming universe. We strive to be at the forefront of casual game entertainment.

When you join us, you're stepping into a place where your ideas count and your impact matters.

We offer an autonomous studio setup that fosters fast decision-making, empowering you to make a significant impact and accelerate your professional growth.

Why Choose Us

• Freedom to be you.
• Get in on a seriously competitive salary.
• Hungry? Enjoy free daily lunches.
• We've got your back with company-paid health insurance.
• Team fun? It's our thing!
• Opportunity knocks with limitless growth potential.
• We're making a global splash.
• Your playground: a studio that owns the P&L of its creations.
• Inspiring, down-to-earth teams are our secret sauce.
• Dive into challenges, learning, and growth at warp speed.
• We want to take India to the list of "Top 10 Gaming Studios" in the World.

Required Skills

player support customer relationship Spanish