Process Executive / Sr. Process Executive (Customer Support) - Gaming Industry

About the position

Join Our Global Gaming Force – Process Executive / Sr. Process Executive (Customer Support)

Are you a passionate gamer with a knack for problem-solving? Ready to be the voice behind some of the world’s most beloved online games? Join a global leader in the gaming industry and elevate player experiences for millions worldwide!

We are hiring Process Executives and Senior Process Executives to deliver top-tier player support for a dynamic portfolio of blockbuster PC and mobile titles including award-winning MOBAs, tactical shooters, strategy games, and immersive card battlers.

Role Overview

As a Process Executive, you'll be the first line of support, delivering empathetic and accurate solutions to players through email and live chat (primarily via Zendesk). This is a great opportunity for entry-level candidates with a passion for gaming and a desire to kickstart a career in customer support.

As a Senior Process Executive, you'll take it a step further—handling escalated or complex cases, mentoring junior team members, and driving improvements in player satisfaction and internal processes.

What You’ll Do

Process Executive Responsibilities:

• Provide email/live chat support for player inquiries (account, billing, technical, and in-game issues).
• Troubleshoot problems clearly and effectively using defined support pathways.
• Maintain accurate ticket records in Zendesk.
• Escalate issues that require advanced handling.
• Meet KPIs for response quality, CSAT, and SLA adherence.
• Stay up to date with game features and policies.

Sr. Process Executive Additional Responsibilities:

• Handle complex and escalated player issues with autonomy.
• Guide and mentor junior Process Executives.
• Analyze recurring issues and propose solutions or escalations.
• Collaborate with cross-functional teams (e.g., Tier 3, QA, Dev) for resolution improvements.
• Contribute to internal knowledge base articles.

What You’ll Need

For Process Executive:

• Bachelor’s degree or equivalent.
• Native-level proficiency in Support Language; English proficiency (B2+) for internal communication.
• 1–2 year of experience in customer-facing roles.
• Strong written communication and empathy.
• Basic troubleshooting and tech comfort; familiarity with gaming communities.

For Sr. Process Executive:

• Bachelor’s degree or equivalent.
• 3–4 years of experience in customer support, ideally in gaming or tech.
• Advanced knowledge of at least one major game genre (MOBA, tactical shooter, etc.).
• Strong analytical, mentoring, and escalation-handling skills.
• Native-level support language + English proficiency (C1 preferred).

Nice to Have

• Experience with Zendesk or other CRM systems.
• 40+ WPM typing speed.
• Deep experience playing flagship game titles.
• Knowledge of online communities (forums, Discord, Reddit, etc.).
• Experience with knowledge base creation or Tier 2 support tools.

Salary & Benefits

• Process Executive: 1,300 to 1,600 Euros / month
• Senior Process Executive: 1,800 to 2,200 Euros /month
• Fixed Bonus
• Meal Tickets
• Relocation Package (If Applicable for relocation needs)

Location

Bucharest, Romania (Relocation Provided)

Why Join Us?

• Work with a top-tier publisher known for its player-first approach
• Be part of a vibrant and diverse global support team
• Access ongoing training and career advancement opportunities
• Help shape the future of player experience

Level up your career and help shape unforgettable gaming experiences. Apply now to become a core part of our Player Support team!

Place of work