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We're looking for a passionate and skilled Customer Support Expert to join our dynamic team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!
Responsibilities
Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
Collaborate closely with various teams within the company to optimize the player experience.
Provide professional and efficient customer support while serving as a point of contact between our teams and our players, ensuring high customer satisfaction.
Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
Analyze customer inquiries and pain points to identify trends and implement solutions.

We're looking for a passionate and skilled Customer Experience Insights Specialist to join our dynamic team.This team elevates the player experience by leveraging AI tools and data analysis to turn support trends into actionable insights. In this collaborative role, you will optimize agent workflows, manage key projects, and deliver critical feedback to stakeholders. If you are a self-starter who thrives at the intersection of customer experience, product strategy, and AI innovation, we want you on our team!
Responsibilities
Translate complex ticket data and player feedback into actionable product and business insights while acting as the strategic Point of Contact between Support and the business teams
Design and maintain efficient support agent workflows, prioritizing systemic improvements over manual documentation while focusing on the customer experience
Accompany new feature flows to provide the voice of the customer from the beginning
Leverage AI tools and data analysis to identify trends, spot operational bottlenecks, and proactively resolve issues before they scale
Lead cross functional operational projects independently, managing timelines, stakeholders, and deliverables from end to end
Drive a business oriented mindset through improving department KPIs and measuring support's impact on operational efficiency.