Player Support Agent - English

TransPerfect; United States; Remote; USD 32,000 - 52,000; Full time

Job summary

TransPerfect is seeking a Player Support Agent to assist gamers across titles, platforms, and communities. You will respond via ticketing, chat, email, and social channels, triage issues, and follow documented steps with a customer-first mindset.

You’ll work with a global team, maintain confidentiality, and escalate complex issues when needed. No prior gaming experience required—training is provided, and you’ll gain exposure to live-service games and player-centric support workflows.

Qualifications

• Previous experience in customer support or similar role is helpful but not required.
• Training will be provided for games, tools, and workflows you support.
• Experience with Zendesk, Helpshift, Salesforce, Intercom or similar platforms is advantageous.
• Familiarity with productivity tools (Office/Workspace).
• Experience with gaming communities or player-facing support spaces is a plus.
• Ability to work with SLAs, productivity, and CSAT targets.

Responsibilities

• Respond to player queries via ticketing, chat, email, and social channels.
• Triage issues, investigate problems, and follow documented steps.
• Provide clear, friendly, accurate responses per project guidelines.
• Learn the games you support to better understand player issues.
• Perform account actions only where allowed by policy.
• Document issues, trends, bugs, and escalations in the workspace.
• Escalate complex issues to the appropriate teams.
• Meet service level, productivity, quality, and player experience targets.
• Assist with reporting using approved platforms and spreadsheets.
• Support managers and teammates with role-appropriate tasks.
• Maintain confidentiality, data privacy, and information security.

Skills

Excellent written and verbal English

Genuine interest in video games

Attention to detail

Player-focused mindset

Investigation & escalation

Digital tools & ticketing systems

Collaborative in global teams

Adaptability to new games/tools

Tools

Zendesk

Helpshift

Salesforce

Intercom

Microsoft Office

Google Workspace

Job description

Overview

Great player support is part of what keeps games alive. As a Player Support Agent, you are often the fi rst person a player reaches when something goes wrong. Whether they are locked out of an account, reporting a bug, asking about a purchase, or looking for help with a game feature, your role is to provide clear, accurate, and professional support. You will work as part of a global gaming support team, helping players across different titles, platforms, and communities. This is an ideal role for someone who enjoys video games, communicates clearly, learns quickly, and wants to build experience in the games industry.

WHAT YOU'LL DO

• Respond to player queries through approved ticketing, chat, email, and social support channels.

• Triage player issues, investigate reported problems, and follow documented steps.

• Provide clear, friendly, and accurate responses in line with project guidelines.

• Become familiar with the games you support so you can better understand player issues.

• Carry out account actions only where permitted by written policy and access permissions.

• Document player issues, trends, bugs, and escalations in the appropriate workspace.

• Escalate complex, sensitive, or high-impact issues to the correct internal or client-side teams.

• Meet agreed service level, productivity, quality, and player experience targets.

• Assist with reporting by tracking information through approved platforms and spreadsheets.

• Support your managers and teammates with role-appropriate tasks when needed.

• Maintain high standards of confi dentiality, data privacy, and information security at all times.

The Ideal Profile

• Excellent written and verbal communication skills in English.

• A genuine interest in video games across different platforms, genres, or communities.

• Strong attention to detail and the ability to follow documented processes accurately.

• A player-focused mindset and a professional approach to support.

• Ability to investigate issues, identify the correct next step, and escalte when needed.

• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems.

• Ability to work fl exibly and collaboratively within a global team.

• Quick to adapt to new games, updates, tools, policies, and workfl ows.

What We Offer

• A role in the video games industry, supporting real players and live game communities.

• Training on the games, tools, and workfl ows you will use.

• The chance to develop skills in player support, escalation handling, reporting, and quality.

• Experience working with international teams and global gaming projects.

• A fast-paced, multicultural team environment.

• Opportunities to grow your knowledge of player experience and gaming support operations.

Requirements

EXPERIENCE and SKILLS

Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required. Training will be provided for the games, tools, and workfl ows you support.

Experience with the following would be an advantage:

• Customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools.

• Microsoft Offi ce, Google Workspace, or similar productivity tools.

• Gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces.

• Live-service games, mobile games, MMOs, online games, or multiplayer communities.

• Working against quality, SLA, productivity, or CSAT targets.

• Additional languages.