Customer Success Agent III

2K Vegas • Las Vegas, NV

4d

About The Position

The Customer Success Associate III is responsible for handling the most sophisticated customer service issues, leading special projects, and serving as a key customer concern point for the team. Associates in this role are expected to take ownership of high-impact initiatives, such as product launches, process optimization, and customer experience strategies. This role requires extensive knowledge of company products and services, as well as the ability to mentor and support Tier I and II associates.

Requirements

• All qualifications, knowledge, and job-related skills from Customer Success Associate II, plus:
• At least 1-2 years of experience in customer service or a related role.
• Excellent communication skills in English to convey concepts to both technical and non-technical audiences, and to influence stakeholders.
• Exceptional attention to detail, critical thinking, and problem-solving skills, with a strong sense of ownership over assigned responsibilities.
• Proven track record to handle multiple high-priority projects in a fast-paced, dynamic environment.

Responsibilities

• Handle the highest level of customer service issues, including VIP tickets, critical time-sensitive requests, and customer concerns from Tier I and II associates.
• Troubleshoot and resolve sophisticated technical issues on PCs, Sony, and Microsoft consoles, demonstrating expert-level product knowledge.
• Take ownership of customer service incidents, ensuring successful resolution and proactive follow-up.
• Perform User Generated Content Moderations for various titles, ensuring compliance with company standards and policies.
• Serve as a primary critical issue point for Tier I and II associates, providing guidance and support to resolve adventurous issues.
• Mentor and train Tier I and II associates, fostering their professional growth and enhancing team performance.
• Build and maintain expert-level knowledge of company products, services, and processes to serve as a resource for the team.
• Collaborate with internal departments to address systemic customer concerns and drive service improvements.
• Lead special projects, such as mobile soft launches, Knowledge Base updates, process optimization initiatives, and customer experience enhancements.
• Drive team projects by finding opportunities for improvement, developing solutions, and implementing changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees