Player Support Coordinator

at Wooga
Location Berlin Prenzlauer Berg, Germany
Date Posted 18. July 2017
Category Customer Service / Support
Job Type Full-time
Street + Number Wooga, Saarbrucker str 38
City Berlin

Description

About the job

Wooga looking for an experienced Player Experience specialist to join our most excellent Marketing team. This is not your ordinary customer service job, though.

You won’t be slaving away at tickets, sending out canned responses all day. Instead what we’re looking for is someone with the skills, motivation, and experience to truly and independently own all aspects of creating the best possible experience for our players. You’ll be in charge of one specific game, proactively developing and continually evolving the ideal strategy for supporting that title and the millions of people who enjoy playing it every day.

You will collaborate directly with developers and other stakeholders, be supported by a great team of in-house co-workers, and coordinate a multi-language team of outsourcers who will put your strategy into practice. You will be a member of a world class publishing department and have the chance to learn and impact Wooga's marketing efforts.

Responsibilities:

  • Independently organize and oversee Player Experience process for one live game (plus soft-launched games as needed)
  • Create and maintain game FAQ
  • Create and maintain internal game knowledge base
  • Set structure, tone, and best practices for player interactions for your game
  • Coordinate, supervise, and conduct QA for external (outsourcing) team
  • Provide top-tier service to VIP players
  • Monitor, report, and present relevant KPIs

Who we are looking for:

  • Previous experience in a customer service position (ideally gaming industry, definitely online)
  • Familiarity using CRM tools (Helpshift experience a clear plus)
  • Familiarity using admin tools (backend)
  • Willing and able to “own” optimization of Player Experience for assigned game(s)
  • Excellent attention to detail
  • Excellent written and verbal command of English (other languages an asset)

Additional preferred skills:

  • Deep understanding of gaming communities 
  • Interest and knowledge of games publishing
  • Solid understanding of customer service KPIs
  • Familiarity with analytics processes and tools (SQL)
  • Experience working with outsourcing partners 
  • Comfortable with public speaking
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