Customer Support Agent (Video Games)

Location: Hybrid work in Hamburg (St. Pauli), Germany, or San Ġiljan, Malta

Company

hirify.global develops multiplayer strategy games for players worldwide.

What you will do

• Handle player support requests through asynchronous chat, email, and internal ticket systems.
• Resolve gameplay, account, and payment-related issues.
• Filter and consolidate player feedback for production teams.
• Relay player reports to stakeholders in the relevant game teams.
• Maintain cross-team awareness of new, recurring, and reported bugs.

Requirements

• 1–2 years of experience in customer support or community management.
• Professional fluency in English, written and verbal, is essential.
• Strong self-organization, motivation, and willingness to learn.
• Friendly, open-minded, and collaborative approach.
• Passion for video games and an understanding of player communities.

Nice to have

• Experience in the video games industry.
• Fluency in an additional language.
• Experience with Helpshift or similar support tools.

Culture & Benefits

• Flexible hybrid work model across the Hamburg and Malta locations.
• Career Path Framework and mentorship support.
• Language courses, e-learning platforms, and support for conferences and training.
• International environment with more than 30 nationalities represented.
• Team activities including game nights, quiz nights, casual drinks, and karaoke.