Job Description
About us We are a worldwide gaming loyalty platform operator and publisher. Our purpose is to enable free-to-play mobile game players to get rewarded for their hobby. We launched Justplay in the US in 2020, and now our product is in the top 100 most downloaded Google Play apps in the United States, United Kingdom, Canada, Australia and as of recent the rest of Europe. While our team is based in 8+ countries with our headquarters in Berlin, Germany. While serving our 200,000 daily active players and developing the app and our awesome games, we value fairness, integrity, and focusing on the things that matter. Why us? You’ll be working directly with the founders, with basically no budget constraints, focused on long term thinking and will have a huge opportunity to grow in a scaling operation. Great team culturewhereour people are the key strength of our company; we are proud to be an awesome place to work. JustPlay is highly successful, our apps have been downloaded more than 130 million times around the globe. We’re self funded, profitable, growing like weeds and consider ourselves a lean & mean operation. We are proud to donate close to 500 k EUR to charity on an annual basis. Spirited, inspiring, international, and enthusiastic team that can work remotely from 8+ countries around the world. An opportunity to be a part of a company that’s breaking with traditional ideas and taking a new approach that’s shattering how the games industry works providing win wins for players and business. Your mission You’ll be leading the Customer Support Automation efforts and be in charge of making sure that our users are happy, that we do everything we can to give them the best answers to their concerns via automated tools, and that we learn everything we can on how to improve the product and its stability from the support tickets. Job Responsibilities We’re looking for an experienced Customer Support Specialist that will lead our efforts to automate our user support with Zendesk. The goal of the role is not to answer emails manually but to enhance the structure for automation of our support emails using Zendesk.The happiness of our users is one of the most important parts of the business but with our amount of users, responding to each individual email is impossible. Therefore we have an automated system where the majority of user questions\thoughts\complaints are responded to automatically, which we constantly aim to update and improve.Part of the job would also be working with our engineering team and our product team on finding the main technical issues and UX issues that cause confusion or dissatisfaction among our users. In addition engineering resources will be allocated for the automation of the support process.We’re looking for somebody to collaborate with us long-term and full-time. The experience we hope you bring to JustPlay Strong experience in customer support. Experience with customer support automation / ticketing systems - a must. Experience with Zendesk - a plus. Experience with b2c mobile apps - a must. Strong communication skills in English, both written and verbal - a must. Experience with support chatbots - a plus. Previous experience with Slack and Asana - a plus. Solution-oriented mindset. Self-motivated and reliable. Working during day time working hours in Europe is mandatory. Additional perks we offer A lot of responsibility with complete ownership of tasks and freedom in choosing the path to reach your goals. Training Budget - We believe in learning. A generous personal learning budget to spend on learning and development, including books, workshops and attending conferences Competitive Salary - We believe that top performers should receive top payment Flexible working hours and Home office – We believe in a good work-life balance