Customer Care Agent (English and Spanish)

Gameloft; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Remote work possible

Medical insurance

Paid vacation (21+ days)

Learning platform access

Employee referral program

Job summary

Gameloft Ukraine is seeking a Customer Care Agent to support players worldwide, ensuring timely resolution of requests across live projects. You will handle tickets (and some calls) in English and Spanish, investigate issues, document cases, and escalate when needed.

Success means fast, accurate resolutions, high customer satisfaction, and active improvement of support workflows in a global gaming company.

Qualifications

• Fluent English (written and spoken) and Ukrainian proficiency.
• Upper-Intermediate or Advanced level of Spanish is required.
• Basic digital literacy (MS Office, CRM/ticketing tools).

Responsibilities

• Handle customer requests via tickets, with potential phone support, in English and Spanish.
• Investigate and resolve issues using internal tools and knowledge bases.
• Track, document, and follow up on cases until full resolution.
• Escalate complex or technical cases to relevant teams when needed.
• Identify recurring issues and contribute to improving support processes and templates.

Skills

Fluent English

Ukrainian

Spanish proficiency

Customer service

CRM / ticketing tools

Tools

CRM/Ticketing tools

MS Office

Job description

WHAT YOU WILL BE WORKING ON

Main challenge: We are hiring a Customer Care Agent to support our players worldwide and ensure high-quality, timely resolution of customer requests. This role is key in maintaining player satisfaction and service quality across multiple live projects, including Disney Magic Kingdoms, Dragons Mania Legends, and Minion Rush.

What it means on a daily basis

• Handle customer requests via tickets, with potential phone support, in English and Spanish.
• Investigate and resolve issues using internal tools and knowledge bases.
• Track, document, and follow up on cases until full resolution.
• Escalate complex or technical cases to relevant teams when needed.
• Identify recurring issues and contribute to improving support processes and templates.

What success will look like

• Fast and accurate resolution of customer cases with a strong focus on quality.
• High level of customer satisfaction and service consistency.
• Effective workload management and strong prioritization skills.
• Active contribution to improving support workflows and reducing recurring issues.

Who you would be working with

You will work closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents to ensure excellent support for our players.

Your recruitment journey

Recruiter interview
TestTeam interview with Hiring Manager and Language Speaker in English and Spanish

Where this role can take you

This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.

Qualifications

WHAT YOU NEED TO SUCCEED

• Fluent English (written and spoken) + Ukrainian proficiency.
• Upper-Intermediate or Advanced level of Spanish is required;Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them).
• Ability to manage workload, prioritize tasks, and work effectively under pressure.

WHO YOU ARE

• Strong communication, empathy, and customer-oriented mindset.
• Problem-solving skills with ownership and responsibility for outcomes.
• Calm, organized, and proactive approach in stressful situations.
• Ability to collaborate effectively within a team and adapt to changes.

Additional Information

WHAT'S IN IT FOR YOU

Benefits

• Possibility to work remotely in a global product company with talented people
• Competitive salary based on your experience and skills
• 21 days of paid vacation, 5 paid sick days, plus national holidays
• Medical insurance and access to a psychologist
• Parental leave support
• Access to internal learning platform (courses, trainings, certifications)
• Employee Referral Program with attractive bonuses
• Full technical support and equipment provided

Life at Gameloft

At Gameloft Ukraine, you’ll be joining a studio that creates games enjoyed by millions of players around the world. Our teams work closely across different disciplines to build exciting experiences for PC, consoles, and mobile platforms. We also love staying connected beyond work — with regular social events and community activities,