Since 1998, weve been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

As a Player Engagement Agent, youll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today!

What are we looking for? Our PE Agent has a knack for the following skills:

Communication:

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Assist internal teams with project-related requests, ensuring smooth collaboration.
• Play a crucial role in gathering and delivering player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.

Analytics:

• Maintain accurate and detailed reports to keep processes streamlined.
• Ensure prompt escalation of issues following established procedures.
• Contribute to smoother support processes with personalized macros and knowledge base.
• Play a part in maintaining high-quality standards through the QC process.

Leadership:

• Take part in valuable training sessions to enhance your skills and knowledge.
• Manage your time effectively and responsibly to meet players needs.

Business:

• Master the gameplay knowledge of our products to serve players better.
• Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
• Knowledge of macros customization for streamlined responses.
• Experience with MS Office or Google Suite apps for documentation.

Youd be a great fit for this role if you have:

• Mastery in C1-C2 level German proficiency, with English at B2 level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns proactively.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full-time work, including weekends (Saturday and Sunday).

Nice-to-haves:

• Previous Customer Service experience (remote or on-site/retail) is a plus.
• Knowledge of community platforms (e.g., Discord, Slack) is an asset.
• Passion for video games is beneficial but not essential.

What do we offer?

Keywords Studios is dedicated to following an equal opportunities policy. We strive to create a workplace that provides equal opportunities for all employees and potential employees.

• Remote work with equipment provided (computer, keyboard, headset, mouse); optional office visits at the Global Office Park in Katowice.
• Attractive benefits package including private medical care, My Benefit system, Multisport card, glasses subsidy, and Employee Assistance Program with personal, legal and financial counselling services.
• Professional development opportunities including online learning, training sessions, and internal vacancies.
• Employee referral program with rewards.
• Community experience – gain insight into the gaming industry by collaborating with colleagues worldwide.

Phases of our recruitment journey:

• You send us your application with your updated resume.
• Post-review, youll be invited to an online Interview via MS Teams with a Talent Acquisition Specialist.
• If positive, youll take an online assessment (German and English) to evaluate language skills. The assessment requires typing; prepare accordingly.
• After submission, the assessment will be evaluated over several days.
• Some projects may include a second interview with a Team Lead or Operations Manager.
• At the end, you may receive an offer and become our new Keywordian.

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will respond with status updates as soon as possible. If youre interested in joining our team, we highly encourage you to apply.

Thats it from us—were looking forward to your move!

#imaginemore

Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote