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Process Executive / Sr. Process Executive (Customer Support) - Gaming Industry

Sperton Global ASBucharest, Bucharest, RO

În urmă cu peste 30 de zile

Tip loc de muncă

Quick Apply

Descrierea postului

Join Our Global Gaming Force – Process Executive / Sr. Process Executive (Customer Support)

Are you a passionate gamer with a knack for problem-solving? Ready to be the voice behind some of the world’s most beloved online games? Join a global leader in the gaming industry and elevate player experiences for millions worldwide!

We are hiring Process Executives and Senior Process Executives to deliver top-tier player support for a dynamic portfolio of blockbuster PC and mobile titles including award-winning MOBAs, tactical shooters, strategy games, and immersive card battlers.

Role Overview

As a Process Executive , you'll be the first line of support, delivering empathetic and accurate solutions to players through email and live chat (primarily via Zendesk). This is a great opportunity for entry-level candidates with a passion for gaming and a desire to kickstart a career in customer support.

As a Senior Process Executive , you'll take it a step further—handling escalated or complex cases, mentoring junior team members, and driving improvements in player satisfaction and internal processes.

What You’ll Do

Process Executive Responsibilities :

Provide email / live chat support for player inquiries (account, billing, technical, and in-game issues).
Troubleshoot problems clearly and effectively using defined support pathways.
Maintain accurate ticket records in Zendesk.
Escalate issues that require advanced handling.
Meet KPIs for response quality, CSAT, and SLA adherence.
Stay up to date with game features and policies.

Sr. Process Executive Additional Responsibilities :

Handle complex and escalated player issues with autonomy.

Guide and mentor junior Process Executives.

Analyze recurring issues and propose solutions or escalations.

Collaborate with cross-functional teams (e.g., Tier 3, QA, Dev) for resolution improvements.

Contribute to internal knowledge base articles.

What You’ll Need

For Process Executive :

Bachelor’s degree or equivalent.

Native-level proficiency in Support Language; English proficiency (B2+) for internal communication.

1–2 year of experience in customer-facing roles.

Strong written communication and empathy.

Basic troubleshooting and tech comfort; familiarity with gaming communities.

For Sr. Process Executive :

Bachelor’s degree or equivalent.

3–4 years of experience in customer support, ideally in gaming or tech.

Advanced knowledge of at least one major game genre (MOBA, tactical shooter, etc.).

Strong analytical, mentoring, and escalation-handling skills.

Native-level support language + English proficiency (C1 preferred).

Nice to Have

Experience with Zendesk or other CRM systems.

40+ WPM typing speed.

Deep experience playing flagship game titles.

Knowledge of online communities (forums, Discord, Reddit, etc.).

Experience with knowledge base creation or Tier 2 support tools.

Salary & Benefits

Process Executive : 1,300 to 1,600 Euros / month

Senior Process Executive : 1,800 to 2,200 Euros / month

Fixed Bonus

Meal Tickets

Relocation Package (If Applicable for relocation needs)

Location

Bucharest, Romania (Relocation Provided)

Why Join Us?

Work with a top-tier publisher known for its player-first approach

Be part of a vibrant and diverse global support team

Access ongoing training and career advancement opportunities

Help shape the future of player experience

Level up your career and help shape unforgettable gaming experiences. Apply now to become a core part of our Player Support team!

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Customer • Bucharest, Bucharest, RO