Customer Care Agent (English&Spanish)

Gameloft; United States; Remote; USD 35,000 - 52,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Paid vacation

Medical insurance

Parental leave

Learning platform access

Employee referrals

Equipment provided

Job summary

Gameloft is seeking a Customer Care Agent to support gamers with timely, high-quality responses in English and Spanish. You will investigate issues, document cases, and escalate when needed to ensure a positive player experience.

You will work with the Customer Care team and Hiring Manager to deliver excellent service, manage workload, and contribute to improving support processes in a global gaming company. Remote-friendly role with growth opportunities.

Qualifications

• Fluent English written and spoken.
• Ukrainian language proficiency.
• Spanish at upper-intermediate or higher is required.
• Basic digital literacy and ability to learn CRM/ticketing tools.
• Ability to manage workload and prioritize under pressure.

Responsibilities

• Handle customer requests via tickets and phone in English and Spanish.
• Investigate and resolve issues using internal tools and knowledge bases.
• Document and follow up on cases until full resolution.
• Escalate complex or technical cases to relevant teams.
• Identify recurring issues and help improve support processes.

Skills

Fluent English

Ukrainian proficiency

Spanish (Upper-Intermediate/Advanced)

Digital literacy (MS Office, CRM/tick"

Workload management

Job description

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent to support our gamers 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 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
• Test
• Team 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 Spanishis 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

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

AtGameloft 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, both remotely and at our Lviv office.