Overview

Since 1998, we have been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals across 70+ studios in 26 countries. We offer a wide range of solutions from art and audio to testing, localization, and 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 to build engaging player communities and offer outstanding experiences.

Role overview

As a Player Engagement Agent, you will 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. This role offers a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact.

Responsibilities

• 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
• Gather and deliver player feedback according to established procedures
• Provide translations when required to ensure seamless communication

Requirements

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

• Communication — Maintain clear and effective communication; support players; escalate as needed
• Maintain accurate and detailed reports to keep processes streamlined
• Ensure prompt escalation of issues following established procedures
• Contribute to smoother support processes with macros and knowledge bases
• Participate in the QC process to maintain high-quality standards

Leadership / Business

• Participate in training sessions to enhance skills
• Manage time effectively to meet players’ needs
• Master gameplay knowledge of our products
• Familiarity with CRM tools (e.g., Helpshift, Zendesk) for seamless support
• Knowledge of macros customization for streamlined responses
• Experience with MS Office or Google Suite for documentation

You’d be a great fit if you have

• Mastery in Russian (C1-C2) with English at B2 or higher
• Excellent communication skills for effective player support
• Flexibility to adapt to various situations
• Accountability and reliability in handling inquiries
• Proactivity in identifying and addressing player concerns
• Proficiency in navigating knowledge bases
• Basic troubleshooting skills
• Availability for full-time work, including weekends

Nice-to-haves

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

Benefits

We offer remote work with equipment provided (computer, keyboard, headset, mouse) and the option to visit our office at Global Office Park in Katowice.

• Attractive benefits package including private medical care, My Benefit, Multisport card, glasses subsidy, and Employee Assistance Program
• Professional development opportunities (online learning platform, training sessions, internal vacancies)
• Employee referral program with rewards
• Engaging work culture and opportunities to gain experience with colleagues worldwide

Recruitment journey

• Submit your application with an updated resume
• Online interview via MS Teams with a Talent Acquisition Specialist
• Online assessment (Russian and English) to evaluate language skills
• Assessment takes several days to evaluate
• Possible second interview with Team Lead or Operations Manager
• Offer and onboarding as a Keywordian

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