Customer Support Specialist (Gamedev)

TL;DR

Customer Support Specialist (Gamedev): Managing player inquiries and acting as a bridge between the community and the development team with an accent on ticket optimization and quality assurance. Focus on analyzing player feedback, verifying bug fixes, and creating comprehensive help center documentation.

Location: Remote or office-based in Yerevan, Armenia

Company

hirify.global is a game development studio and part of GDEV, known for creating high-traffic pixel-art games like Pixel Gun 3D.

What you will do

• Handle player inquiries via support tickets, app store reviews, and social media platforms.
• Manage ticket lifecycles, including merging duplicates and escalating complex cases to relevant teams.
• Conduct regular playtests and monitor game updates to verify that bug fixes are implemented correctly.
• Analyze player complaints and suggestions to identify systemic issues.
• Maintain macros for common responses and develop articles for the Help Center.
• Coordinate findings and structured data with the Development and QA teams.

Requirements

• At least 6 months of experience in customer, player, or technical support.
• Excellent written Russian proficiency.
• English proficiency at B2 level or higher.
• Solid understanding of mobile games and live-ops projects.
• Experience with helpdesk tools such as Zendesk, Helpshift, AppFollow, Jira, or app store consoles.
• Strong attention to detail and ability to structure information clearly.

Nice to have

• Experience with Zendesk Admin Center (triggers and automations).
• Proficiency in using Zendesk Analytics.
• Experience setting up automations in AppFollow.

Culture & Benefits

• Flexible work format: remote or office-based in Yerevan.
• Official employment under the Labor Code of Armenia or remote contract.
• Generous time off: 21 days of paid vacation plus 3 additional paid days off.
• 100% paid sick leave and private health insurance in Armenia from day one.
• Opportunities for professional development and regular corporate events.
• Unique schedule with days off on Tuesday and Wednesday.