Junior Player Support Representative

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

Resumo da oferta

Miniclip is seeking a Junior Support Representative who values players and uses data to improve the support experience. You will engage with players on accounts, purchases, gameplay, and tech issues with empathy and clarity, adapting your style to diverse backgrounds and ensuring information is accurate and helpful.

You will spot patterns, surface root causes, and feed insights to Product, QA, and Marketing, while proactively raising emerging issues.

Qualificações

• 1+ years of customer-facing experience in tech or digital environments.
• Hands-on experience with automations, triggers, macros, or workflow rules.
• Practical use of AI-assisted tools in daily work.
• Analytical mindset with data-driven decision making.
• Strong written and verbal English and cross-cultural communication.

Responsabilidades

• Handle player inquiries across accounts, purchases, gameplay, and technical issues with empathy, clarity, and efficiency.
• Adapt communication style to players from diverse cultural backgrounds.
• Share accurate, current information beyond protocol-compliance.
• Spot recurring patterns, surface root causes, and translate feedback into insights for Product/QA/Marketing.
• Anticipate issues from release notes, sentiment shifts, and ticket spikes; raise them proactively.
• Propose better templates and protocols using data and feedback.
• Maintain a feedback loop between frontline support and internal teams.
• Use AI-assisted tools to improve workflow and player outcomes; pilot automation opportunities.

Conhecimentos

1+ years of customer-facing experience

Automations & workflows

AI-assisted tools usage

Analytical curiosity

Data-driven recommendations

Fast-paced environment adaptability

Strong written and spoken English

Familiarity with ticketing systems

Descrição da oferta de emprego

Job Description

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)

About Miniclip

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 70 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 10.5 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, Ultimate Golf, Mini Football, Triple Match 3D, Agar.io, PowerWash Simulator,Sudoku.com, and We Are Warriors.

For more information, visit https://miniclip.com/