Customer Success Associate

2K Vegas • Las Vegas, NV

4d • Onsite

About The Position

The Customer Success Associate I (Player Moderation) is an entry-level role dedicated to upholding community standards and ensuring a safe, fair, and inclusive environment for our gaming community. This specialized position focuses on the high-volume intake, review, and resolution of player-submitted reports regarding Code of Conduct violations (e.g., harassment, cheating, hate speech, and toxic behavior). Because this role centers predominantly on a singular, critical objective, the daily workflow involves processing highly repetitive queues of player reports. Success requires excellent focus, strong emotional resilience, a high tolerance for routine tasks, and the ability to maintain objective judgment over prolonged periods.

Requirements

• High School diploma or equivalent.
• Must be 18 years of age or older.
• 1–2 years of experience in customer service or a related role (relevant internship experience is acceptable).
• Reliable and flexible to work scheduled shifts, including weekends and holidays.
• Excellent written and verbal communication skills in English.
• Strong analytical skills, sharp attention to detail, and a creative approach to problem-solving.
• A positive attitude, dependability, and a passion for working collaboratively in a team environment.
• Basic technical proficiency with PCs and modern gaming consoles.
• Familiarity with MS Office and Google Workspace tools.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and other communication channels.
• Efficiently manage and process a continuous, high-volume queue of incoming player reports regarding behavioral and policy violations.
• Review submitted evidence including text logs, voice reports, user profiles, and behavioral data, and objectively evaluate them against the company’s established Code of Conduct.
• Diagnose and resolve basic technical issues on PCs, PlayStation (Sony), and Xbox (Microsoft) consoles to ensure player satisfaction.
• Correctly identify complex or unresolved issues and escalate them to Tier II associates or management with thorough documentation.
• Participate in training sessions and team meetings to continually enhance your product knowledge and support skills.
• Maintain detailed, accurate records of customer interactions, resolutions, and feedback.
• Partner with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates.
• Help improve internal and external resources by identifying common customer pain points and suggesting content updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED