Work Setup: 

  • Work Onsite 
  • Shifting Schedule, including weekends and holidays

Job Summary: 

As an Email Support Representative, you will be the frontline of player communication, handling inquiries and concerns via email with professionalism, empathy, and efficiency. You’ll assist players with a variety of issues including account access, payment disputes, gameplay questions, and technical bugs. 

You’ll represent the client brand by delivering world-class, player-first support. Your role also includes identifying trends, escalating unresolved issues, and ensuring all communications meet internal quality standards and service level agreements (SLAs). 

Key Responsibilities: 

  • Email Support & Player Interaction 
    • Respond to player inquiries via email within agreed turnaround times (TAT) 
    • Address issues such as login problems, account recovery, missing rewards, and event clarifications 
    • Provide clear guidance using self-help steps or internal resources 
  • In-Game Support & Clarification 
    • Investigate and resolve concerns related to game mechanics, rewards, boosters, and in-app currency 
    • Explain game features, events, and promotions in a concise and engaging manner 
    • Use internal tools and knowledge bases to ensure accurate information 
  • Payment & Account Support 
    • Assist with in-app purchase issues, failed transactions, and billing disputes 
    • Validate purchase confirmations and escalate complex cases to backend teams 
    • Coordinate with finance or tech teams for refunds, chargebacks, or balance adjustments 
  • Bug Reporting & Escalation 
    • Identify recurring issues or potential bugs based on ticket trends 
    • Escalate unresolved or critical cases to QA, Product, or Tech Support teams 
    • Follow escalation protocols while maintaining ownership until resolution 
  • Documentation & Quality Compliance 
    • Accurately tag and document each interaction using CRM/ticketing platforms 
    • Maintain high standards of grammar, clarity, and empathy in written responses 
    • Adhere to brand voice, internal guidelines, and confidentiality policies 
  • Performance & Team Collaboration 
    • Meet or exceed KPIs such as Response Time, CSAT, First Contact Resolution, and QA scores 
    • Participate in calibrations, feedback sessions, and training programs 
    • Share insights and contribute to the knowledge base to improve support quality

Qualifications: 

  • Minimum 1 year of customer support experience, with at least 1 year in gaming-related support, preferably via email/chat for mobile apps. 
  • Strong written English communication skills with excellent grammar and tone awareness 
  • Empathetic, player-first mindset with the ability to handle frustrated users professionally 
  • Familiarity with gaming culture and casual mobile games is a strong advantage 
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, Helpshift) preferred 
  • Tech-savvy and comfortable using multiple tools and systems simultaneously 
  • Willing to work onsite with a rotating schedule, including weekends and holidays 
  • Bachelor’s degree or equivalent 
  • Quick learner with strong product knowledge retention 
  • Positive and professional attitude toward customers at all times 
  • Strong time management and task prioritization skills 
  • Ability to work well under pressure and think on your feet