Customer Care Agent (English only/ night shift)

Gameloft; EE. UU.; A distancia; USD 40.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Competitive salary

Paid vacation

Sick days

Medical insurance

Parental leave

Learning platform

Employee referral program

Equipment provided

Descripción de la vacante

Gameloft is seeking a Customer Care Agent to support Disney Dreamlight Valley players remotely in the United States. You will handle tickets, provide timely resolutions, and document cases to ensure high-quality service.

Fluency in English and Ukrainian is required, with strong communication and prioritization skills. You will collaborate with the Customer Care team to escalate complex issues and continuously improve support processes. This role offers remote work and opportunities for growth.

Formación

• Fluent English (written and spoken)
• Ukrainian proficiency
• Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)
• Ability to manage workload and work under pressure

Responsabilidades

• Handle customer requests via tickets, with potential phone support in English
• 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

Conocimientos

Fluent English

Ukrainian proficiency

MS Office

CRM/ticketing tools

Herramientas

MS Office

CRM/ticketing tools

Descripción del empleo

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent to support players of Disney Dreamlight Valley and ensure high-quality, timely resolution of customer requests. This role plays an important part in delivering a positive player experience, maintaining player satisfaction, and ensuring excellent service quality.

What it means on a daily basis

• Handle customer requests via tickets, with potential phone support in English
• 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
• Test
• Team interview with Hiring Manager and Language Speaker in English

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
• 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

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

Working Schedule

• During the probation period: Day shifts starting at 09:00 or 10:00, with 8 working hours and a 1-hour lunch break.
• Night shift: 19:00 - 02:00