About Us

Since 1998, we’ve 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 game developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally Player Engagement – 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, you’ll 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!

Requirements

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

Fit for the Role

• Mastery in C1‑C2 level Portuguese 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) – this could be an asset
• Passion for video games – this can make your job a lot more enjoyable for you, however it is not so crucial

Benefits

What do we offer?

• Remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice!
• Attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
• Professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
• Employee referral program – you can invite your friend to become a fellow Keywordian and get the prize!
• Unique chance to look behind the scenes of the gaming industry and gain valuable experience by collaborating with people from all over the world!

Keywords Studios is dedicated to following a well‑established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Recruitment Journey

• You send us your application with your updated resume
• After reviewing your candidacy, we invite you to an online interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• If the interview outcome is positive, we invite you to our online assessment (Portuguese and English) to better evaluate your language skills. Our assessments will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation!
• Once you submit your test, the assessment will take approximately several days to be evaluated
• For some projects there might be a second interview with a Team Lead or an Operations Manager
• At the end of our journey – hopefully you will receive an offer and become our new Keywordian!

Application Process

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you’re interested in joining our team, we highly encourage you to apply.

Role Information

EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote