Customer Support for a Live Casino Mobile Game for India
Player Support Professional
Moonfrog Labs is looking for a community and player support professional to join the team. Moonfrog is an exciting, fast-paced organization where the contribution by team members can significantly impact Moonfrog’s bottom line as well as our players’ experience. This is an exciting opportunity to work on mobile games that are played by millions of Indian players. If you think you are a support professional who can tackle the Indian audience - you are at the right place!
The ideal candidate is expected to have proven experience within a similar role, be an exceptionally creative problem solver, a good communicator, positive team member and one who always shows high levels of enthusiasm and talent for helping to grow game communities.
As the Player Support Manager, you will be the main liaison between the game communities and the development team. You will work closely with the Product team and deliver detailed player feedback, while coming up with solutions and ideas of your own for player concerns. In addition, you are always thinking outside the box to come up with unique and creative ideas to keep the community engaged, and are willing to work with different departments outside of mobile to make these ideas a reality.
This is a Contract position for 6-months, with the potential to be extended further.
Initiate communication and engage players via Facebook, Forums, and Support Tickets to develop and maintain good customer relationships.
Create detailed reports of user bugs, concerns, and suggestions to provide recommendations based on user feedback.
Increase player reach and retention by organizing interactive and interesting community events.
Act as the Q&A guru with the patience and ability to answer questions in a timely matter.
Stay up to date with all events, promotions, and updates happening in the game.
Foster relationships with influential members of the community to encourage the creation of user-generated content.
Developing new VIP customers, increasing player life-time value and revenue contribution for assigned VIP customers.
Fluency and ability to communicate in Hindi & English.
Excellent written communication skills, with an able to deliver information to our players in an empathetic and concise manner.
1 - 2 year(s) experience in a Customer Service role.
Prior experience in Community Management (or related field) preferred.
Experience in moderating or participating in online communities and forums preferred.
Knowledge of mobile devices (Android, iOS), with ability to identify technical issues and troubleshoot.
Proficiency in managing social media platforms such as Facebook and Instagram.
Proactive and able to create new community initiatives with little guidance.
Ability to quickly learn and work with multiple online administrative tools.