Customer Support Specialist at Gram Games

Gram Games is the studio behind some of the most popular mobile titles like 1010!, Six!, and Merge Dragons!. We’ve recently released Merge Magic! and we have more awesome projects in the pipeline. We do things differently here: we work in small self-managing teams, enabling you to have an incredible amount of ownership, autonomy, and impact. At Gram, you know what makes a game both fun and successful. Here you’ll have the freedom to utilize the technical, analytical, and artistic capabilities of Gram Games to their full extent, creating titles that will be enjoyed by millions around the world. It’s up to you to make sure we’re producing titles at the top of our game, that we’re utilizing our team to its full potential. It’s up to you to help us push our creative limits. Responsibilities: - Serve as the CS product owner for one or more games - Deliver actionable insights on CS contacts to cross-functional teams - Coordinate with Quality Assurance and Product teams to identify and resolve game bugs - Collaborate with BI and Backend teams to improve internal support tools - Review new feature specs and roadmaps to anticipate and plan for support needs - Responsible for the self-service efficacy of FAQ content in all assigned products - Monitor all CS-related KPIs and SLAs to identify and drive action on trends quickly - Develop CS processes and procedures for products under your purview - Keep support teams up to date on game content and provide training material as needed - Address ticket escalations as needed

Customer Support Specialist

Responsibilities

Skills wanted:

Language(s) required:

About Gram Games:

mission:

gram.gs

Admin access needed