Junior Player Support Representative (Gamedev)

TL;DR

Junior Player Support Representative (Gamedev): Managing player inquiries and technical issues with an accent on trend analysis and AI-assisted process optimization. Focus on turning player feedback into actionable insights for Product and QA teams while experimenting with automation tools.

Location: Lisbon, Portugal

Company

A global leader in mobile games, developing and publishing high-quality titles for over 450 million monthly active users.

What you will do

• Handle player inquiries across accounts, purchases, and technical issues with empathy and efficiency.
• Analyze recurring patterns and surface root causes to provide actionable insights for Product, QA, and Marketing.
• Evaluate, prototype, and pitch AI-assisted tools and automation to improve workflows and player outcomes.
• Own a feedback loop between frontline support and internal teams to align product decisions with player reality.
• Contribute to agile team retrospectives and work in an iterative loop to test and adjust support processes.

Requirements

• 1+ years of customer-facing experience in a tech or digital environment.
• Hands-on experience with automations, triggers, macros, or workflow rules in CRM or no-code tools.
• Practical experience using AI-assisted tools in a professional capacity.
• Strong written and spoken English for communication across diverse cultures.
• Familiarity with ticketing systems and a strong analytical curiosity.
• Must be based in Lisbon, Portugal.

Nice to have

• Experience in the gaming industry or a passion for mobile games.
• Experience prompting or fine-tuning workflows for AI customer-service tools.
• Knowledge of GDPR and data privacy fundamentals.
• Familiarity with Customer Experience methodologies, statistics, or UX research.
• Basic scripting or API familiarity.

Culture & Benefits

• Opportunity to work with an internationally recognized brand and global leader in mobile gaming.
• Dynamic environment focused on AI experimentation and process optimization.
• Agile, self-directed work culture emphasizing continuous learning and improvement.
• Collaborative atmosphere across multiple studios and 15 countries.