Player Support Specialist, Outsourcing (Game Services)

Навыки

• Коммуникация
• Ответственность за результат
• Решение задач
• Работа со стейкхолдерами
• Опросы и NPS

О компании и продукте

• With a mission of Making the World Playful , King is a leading interactive entertainment company for the mobile world with more than 20 years of history of delivering some of the world’s most iconic games in the mobile gaming industry, including the world-famous Candy Crush franchise, as well as other mobile titles such as Farm Heroes Saga . King games are played by more than 200 million monthly active users. King, part of Microsoft (NASDAQ: MSFT), has Kingsters in Stockholm, Malmö, London, Barcelona, Berlin, Dublin, San Francisco, New York, Los Angeles and Malta. More information can be found at King.com or by following us on LinkedIn and @lifeatking on Instagram.
• We are looking for a Player Support Specialist to join our Outsourcing team, for an 8 month FTC, focused on Player Support services. This role acts as the primary supervisor and point of accountability for outsourced Player Support operations, ensuring high-quality service delivery, strong performance management, and seamless collaboration between King and external partners.
• This role is based in Barcelona.

Задачи

• Supervise outsourced Player Support operations, ensuring high-quality service delivery across first-line and second-line (senior agents)
• Maintain a deep understanding of Player Support requirements and quality standards, and translate these into clear expectations for vendors
• Act as the key intermediary between Player Support teams and outsourcing partner, ensuring clear communication, alignment, and fast issue resolution
• Proactively identify, mitigate, and resolve operational issues, minimizing disruption to Player Support
• Own performance monitoring and management, including KPIs and SLAs, ensuring targets are met and driving corrective actions when needed
• Provide structured feedback to outsourcing partner, ensuring agreed actions are implemented and followed through
• Facilitate service reviews (weekly, monthly, quarterly), driving performance discussions and continuous improvement actions
• Act as a bridge between stakeholders, facilitating communication, prioritization, and alignment of requests and deliverables
• Conduct and support quality monitoring activities, including quality evaluations, CSAT analysis, side-by-side evaluations, and participation in calibration sessions
• Facilitate operational meetings between Player Support and the outsourced team (e.g., second-line agents), ensuring clarity on priorities and task distribution
• Identify continuous improvement opportunities across service delivery, quality, and efficiency, and drive implementation of solutions
• Act as an ambassador for King, continuously striving to improve the player experience
• Skills to Create Thrills
• Strong understanding of KPIs, SLAs, quality frameworks, and CSAT metrics
• Ability to deliver clear, constructive feedback and coaching to external partners
• Highly organized, reliable, and proactive, with strong ownership mindset
• Strong analytical and problem-solving skills, with a focus on continuous improvement
• Ability to work independently in a fast-paced environment while collaborating effectively with cross-functional teams

Требования

• Proven experience working with outsourced service providers, ideally within Player Support or Customer Support environments
• Excellent communication and stakeholder management skills, with the ability to navigate between multiple teams
• Excellent written and verbal communication skills in English

Паспорт вакансии

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