Player Support Representative supporting Chinese and English - language mobile games at Yodo1, a global mobile game growth company. Handling player inquiries, monitoring support metrics, and improving player experiences.
About the role
- Senior Customer Support Specialist at Worldpackers handling high-complexity support cases for travelers and hosts. Leading resolution efforts while maintaining community trust and safety.
Responsibilities
- Lead the resolution of high-complexity support cases involving hosts and travelers across multiple channels, including HubSpot, WhatsApp, video calls, phone, and the Worldpackers Inbox.
- Provide high-touch support to key hosts, building trusted relationships and delivering personalized assistance.
- Mediate sensitive situations involving disputes, policy violations, or potential legal implications with empathy and sound judgment.
- Partner closely with our Legal team by preparing case documentation and supporting decision-making on complex situations.
- Investigate community safety concerns, reviewing user history, feedback, and policy compliance to help maintain a trusted marketplace.
- Monitor and respond to public reviews across external platforms, protecting and strengthening the Worldpackers brand.
- Identify operational bottlenecks and lead initiatives to improve workflows, documentation, automations, and support processes.
- Own and continuously improve our Help Center, ensuring users can easily find accurate, self-service information.
- Manage chargebacks, refund analysis, and payment-related investigations.
- Support onboarding, knowledge sharing, and the development of new Customer Support team members.
- Partner with leadership during hiring processes, helping evaluate candidates through interviews and technical assessments.
- Track customer satisfaction metrics and contribute to projects that improve both the customer experience and operational excellence.
Requirements
- Professional experience in Customer Support, Customer Experience, Trust & Safety, or a similar customer-facing role.
- Experience handling complex customer escalations or sensitive support cases.
- Fluent English.
- Fluent Spanish.
- Advanced Portuguese.
- Excellent written and verbal communication skills.
- Strong analytical thinking and problem-solving abilities.
- Ability to make sound decisions in ambiguous or high-pressure situations.
- Experience working with customer support platforms and CRMs.
Benefits
- Remote working options
- Professional development opportunities
Job title
Job type
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Not specified
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