Customer Success Associate II (Gamedev)

TL;DR

Customer Success Associate II (Gamedev): Handling complex customer service issues and advanced technical troubleshooting for AAA gaming titles with an accent on VIP support and cross-platform resolution. Focus on mentoring Tier I associates, performing content moderation, and improving customer experience processes.

Location: Onsite in Madrid, Spain

Company

hirify.global is a global video game company and wholly owned label of Take-Two Interactive, publishing world-class titles like NBA hirify.global, BioShock, and Borderlands.

What you will do

• Resolve advanced technical issues on PCs, Sony, and Microsoft consoles.
• Handle VIP customer inquiries and time-sensitive requests with professionalism and urgency.
• Serve as an escalation point for Tier I associates, providing guidance and support.
• Perform User Generated Content (UGC) moderation to ensure compliance with guidelines.
• Collaborate with internal departments to address customer concerns and improve service delivery.
• Contribute to Knowledge Base updates and customer feedback analysis projects.

Requirements

• Proven track record of resolving complex customer service needs, preferably within the video game industry.
• English: CEFR C1 (Advanced) level of proficiency or higher required.
• Location: Must be based in Madrid, Spain (Onsite).
• Ability to work scheduled shifts, including weekends and holidays.
• Basic technical proficiency with PCs and gaming consoles.
• Physical ability to lift up to 20 lbs and move between different office floors.

Culture & Benefits

• Inclusive work environment that encourages employees to "Come as You Are".
• Opportunity to work with some of the most influential game development studios in the world.
• Exposure to a diverse portfolio of AAA sports, action, and strategy brands.
• Collaborative team culture consisting of engineers, artists, and data scientists.