Customer Support Specialist
Permanent - Full TimeJob Overview
Who are we?
Tripledot is one of the largest independent mobile games companies in the world.
We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios.
Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users.
Tripledot’s guiding principle is that when people love what they do, what they do will be loved by others.
We’re building a company we’re proud of. One filled with driven, incredibly smart and detail-orientated people, who LOVE making games.
Our ambition is to be the most successful games company in the world, and we’re just getting started.
The role is working within our team: Puzzleplay
Puzzleplay is Tripledot’s new player rewards platform, designed to make playing our games even more fun and engaging. By playing our casual, free to play mobile games, users can earn points, complete challenges, and win real prizes. It’s our way of giving back to players and rewarding them for doing what they already love. Puzzleplay is a key part of our growth strategy, combining smart engagement mechanics with high-quality game content.
Role Overview
We're looking for a Customer Support Specialist who is essential for maintaining a positive relationship with our global user base and ensuring player retention. This role is crucial for driving user satisfaction by quickly and empathetically resolving issues across multiple communication channels. You will act as the voice of the customer, providing vital feedback to drive product improvements and uphold the integrity of our brand on public platforms.
Key Responsibilities
- First-Line Customer Support
- Respond to user inquiries promptly and compassionately via email, chat, in-app messaging, and social platforms.
- Troubleshoot issues with account access, reward redemptions, gameplay errors, or technical glitches—guiding users to resolution or escalating as needed.
- Issue Resolution & Escalation
- Document and track tickets using helpdesk tools (e.g., Zendesk), ensuring accurate status updates and follow-ups.
- Escalate complex or repeated issues to product or engineering teams and coordinate resolution efforts.
- Customer Feedback & Product Insights
- Identify recurring user feedback or pain points and share insights with product, UA, and engineering teams.
- Help prioritise feature requests and usability improvements, contributing to our iterative development process
- Reputation Management
- Monitor App Store/Play Store reviews and social media mentions, responding diplomatically and aiming to raise ratings whenever possible.
- Knowledge Base & Content Creation
- Develop and update user-facing resources such as FAQs, help center articles, and canned responses to streamline support and empower users.
- Performance & Reporting
- Track KPIs (e.g., response time, ticket resolution, satisfaction score), and suggest process improvements to enhance metrics.
- Participate in team discussions, training sessions, and contribute to building an empathetic support culture.
Skills, Knowledge & Expertise
- Experience
- 2–3 years in customer support or client-facing roles, preferably in mobile apps, adtech, gaming, or SaaS.
- Demonstrable experience using helpdesk tools like Zendesk or Helpshift
- Skills
- Exceptional written and verbal communication; calm and clear in high-pressure scenarios.
- Strong problem-solving aptitude with the ability to research and resolve technical issues.
- High empathy, patient listening, and ability to build rapport with users.
- Comfortable multitasking and adapting in a fast-moving environment.
- Technical & Analytical
- Basic ability to diagnose technical issues and collaborate with engineers.
- Skilled with ticketing platforms, documentation tools, and familiarity with CRM systems.
- Collecting and sharing user data or feedback effectively.
Nice-to-Haves
- Experience in mobile gaming or adtech support.
- Prior exposure to publishing support content related user flows and common issues