Customer Support Specialist

vor 2 Wochen

Berlin, Berlin, Deutschland Justplay GmbH Vollzeit

Your mission:

We're looking for an astute Customer Support Specialist. Your mission? Mastermind our user support automation through Zendesk. With an ever-expanding user base, manual replies just won't cut it. We trust in automation to consistently deliver outstanding user experiences.

You'll play a pivotal role in fine-tuning this system and collaborating with our engineering and product squads to identify and fix user pain points.


We see support not only as a tool to fix and solve user issues but actually as an opportunity for us to guide our users into getting the best out of the product and the best possible experience.


We are looking for someone who is interested in taking a lot of ownership and seeking a fulfilling, long-term commitment.

If this is something you are looking for, this is your call to action.


This role can be based either in Berlin (hybrid) or remotely (adequate time zone difference required, +/-3 hours from CET).


Responsibilities:

  • Guide and assist users into maximising their earnings and get the most out of JustPlay
  • Deliver topnotch user satisfaction through automation
  • Efficiently address user concerns with precise automated responses
  • Analyse support tickets to extract vital insights for enhancing product stability
  • Continuously understand and adapt to evolving user needs
  • Identify and rectify technical glitches based on user feedback
  • Boost our reputation and ratings on Google Play

The experience we hope you bring to JustPlay:

  • Work experience of +2 years in a customer support role, including a proven record of using customer support automation tools and ticketing systems (ideally Zendesk)
  • Prior experience handling customer support requests of B2C apps
  • Ideally previous experience with support chatbots
  • Proficient English communication skills, both written and verbal
  • Solutiondriven mindset and proactive approach
  • Demonstrated ability to work independently and a high sense of commitment

Additional perks we offer:

  • A lot of responsibility with complete ownership of tasks and freedom in choosing the best path to reach your goals
  • Training Budget we believe in learning and growing together. We support that by offering a generous personal learning budget that can be used for books, workshops, conferences, coaching etc.
  • Health and Fitness active breaks, healthy lunches and a company which is deeply interested in your wellbeing
  • Competitive Salary we believe that top performers should receive top payment
  • Flexible working hours and a tailored work setup we believe in a good worklife balance and in giving employees the choice of which setup works best for them, it doesn't matter if you are a digital nomad, the type that comes to the office once a month or an office lover (depending on the role, a minimum number of days working from the office might apply)
  • Free Lunch at the office if you do choose to work from the office, lunch is sponsored on a daily basis
  • Stateoftheart technical equipment this includes the latest laptops and phones, which may also be used in your free time

Why us?:

  • Strategic longterm vision without budgetary constraints
  • Be part of an enthusiastic team; our strength is in our people
  • Celebrate our success: Over 130 million app downloads globally
  • We proudly donate close to 500k EUR to charities annually
  • Collaborate with a diverse, international team spanning 8+ countries
  • Be at the forefront of pioneering shifts in the gaming industry

About us:

We are a worldwide gaming loyalty platform operator and publisher. Our purpose is to enable free-to-play mobile game players to get rewarded for their hobby.

We launched JustPlay in the US in 2020, and now our product is in the top 100 most downloaded Google Play apps in the United States, United Kingdom, Canada, Australia and as of recent the rest of Europe.

Our team is based in 8+ countries and our headquarters in Berlin, Germany.

While serving our 500,000 daily active players and developing the app and our awesome games, we value fairness, integrity, and focusing on the things that matter.

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