Junior Player Support Representative

Miniclip; Lisboa; Presencial; EUR 18 000 - 26 000; Tempo integral

Resumo da oferta

Miniclip in Lisbon is seeking a Junior Support Representative to serve as the player-facing voice, spotting trends and helping scale support with automation and AI. You will handle inquiries with empathy, analyze patterns, and collaborate with Product, QA, and Marketing to drive improvements.

The role combines customer care with data-informed decision making and agile teamwork. Ideal candidates bring 1+ years in customer-facing roles, experience with automation or AI tools, and excellent English

Qualificações

• 1+ years of customer-facing experience in tech or digital environments.
• Hands-on automation, triggers, macros, or workflow rules in CRM or no-code tools.
• Experience with AI-assisted tools in daily work.
• Analytical mindset; use data to justify suggestions.
• Strong written and spoken English across cultures.

Responsabilidades

• Handle player inquiries across accounts, purchases, gameplay, and technical issues with empathy and efficiency.
• Adapt communication style to players from diverse cultural backgrounds.
• Share accurate, current information beyond protocol to be genuinely useful.

Conhecimentos

Customer-facing experience

Automation/workflow rules

AI-assisted tools experience

Analytical curiosity

Data-driven decisions

Strong written and spoken English

Ticketing systems familiarity

Ferramentas

CRM tools

No-code automation

Descrição da oferta de emprego

We're looking for a player-first, analytically curious Junior Support Representative who sees customer interactions as signals to understand, not just tickets to close. You'll be the internal voice of our players by spotting trends, anticipating issues early, and helping build a more empathetic, scalable support experience through automation, AI, and process optimisation.

What will you be doing at Miniclip?

Player Support & Communication

• Handle player inquiries across accounts, purchases, gameplay, and technical issues with empathy, clarity, and efficiency
• Adapt your communication style to players from diverse cultural backgrounds
• Share information that's accurate, current, and genuinely useful - not just protocol-compliant

Trend Analysis & Critical Thinking

• Go beyond resolution - spot recurring patterns, surface root causes, and turn player feedback into actionable insights for Product, QA, and Marketing
• Anticipate emerging issues and trends from early signals (release notes, sentiment shifts, ticket spikes) and raise them proactively
• Challenge response templates and protocols that no longer serve players, using data and feedback to propose better alternatives
• Own a feedback loop between frontline support and internal teams, narrowing the gap between player reality and product decisions

AI & Process Experimentation

• Use and evaluate AI-assisted tools (response suggestions, auto-tagging, sentiment analysis) to improve your workflow and player outcomes
• Identify, prototype, and pitch automation or AI opportunities that reduce friction for players and agents alike
• Run pilots for new support tools, giving structured feedback on what works and what doesn't

Agile Collaboration

• Contribute to team retrospectives with player-facing observations and improvement suggestions
• Work in an iterative, self-directed loop - test, measure, adjust, and share what you learn
• Work with Support Operations to turn frontline observations into practical tooling and workflow improvements

What are we looking for?

Essential

• 1+ years of customer-facing experience, ideally in a tech or digital environment
• Hands-on experience with automations, triggers, macros, or workflow rules in a support, CRM, or no-code tool
• Practical experience using AI-assisted tools in your work
• Analytical curiosity — you ask why players are contacting us, not just how to close the ticket
• Comfort using data and observation to back up suggestions and ideas
• Ability to work in a fast-paced environment while maintaining quality and critical judgment, and the confidence to challenge a process or a team when the evidence calls for it
• Strong written and spoken English, with excellent communication across cultures
• Familiarity with ticketing systems

Desirable

• Experience in the gaming industry or passion for mobile games
• Experience prompting, fine-tuning workflows around, or self-hosting AI customer-service tools
• Knowledge of GDPR and data privacy fundamentals
• Hands-on experience with statistics, project management, or UX research
• Familiarity with Customer Experience methodologies
• Basic scripting or API familiarity (a plus, not a requirement)

Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 60 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios. Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally. To date, Miniclip’s studios and companies have generated more than 12 billion downloads, including the following games 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager™, Football Rivals , Pure Sniper , Puzzle Page™, Head Ball 2, Motorsport Manager, Darts of Fury, Mini Football, Triple Match 3D™, Agar.io, PowerWash Simulator, Sudoku.com™, and We Are Warriors™. https//miniclip.com/