Customer Success Associate
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.
Nice To Haves
- Ability to follow established guidelines and procedures while effectively communicating task progress, challenges, and outcomes.
- Foundational knowledge of day-to-day operations, tools, and systems. Ability to independently complete routine tasks with minimal supervision.
- Promotes a collaborative and inclusive work environment using active listening, empathy, and strong problem-solving skills.
- Understanding of basic project or product development stages (planning, execution, delivery) and adherence to company policies.
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.
Benefits
- reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws
- state pay transparency laws
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
