Wooga logo Wooga

Customer Care Coordinator

Creata il 05-10-2021
Location Berlingo

Descrizione


We are proud to belong to the TOP 1% of all employers in Germany!

Our Story


At Wooga, we are very proud of the diverse, creative and friendly environment we have established and we believe you will enjoy working with some of the best people in the industry. Each of our Woogas plays an important role in our success as a company and in shaping our culture. We really value our razor-sharp focus on story-driven casual games, excellent craftsmanship, and the truly collaborative way of working. We create joyful experiences that awaken our players’ desire to see what happens next. Based in the heart of Berlin, with over 250 employees from around the world, we work together to create high-quality casual games with engaging stories at the core of the experience.

About the role


Wooga is looking for an experienced customer care specialist to join our team. This is not your ordinary customer service job, though. We’re looking for someone who will independently own all aspects of creating the best possible experience for our players. You’ll be in charge of supporting our games, proactively developing and continually evolving the ideal strategy for supporting the games and the millions of people who enjoy playing it every day.


You will collaborate directly with developers and other stakeholders, be supported by a great team of in-house co-workers, and coordinate a multi-language team of outsourcers who will put your strategy into practice. You will be charged with the responsibility of making sure we stay close to our players, which is one of our core values.


  • Independently organize and oversee customer care process for our live games
  • Set structure, tone, and best practices for player interactions
  • Ensure your game team stakeholders maintain a close relationship with our players
  • Coordinate, supervise, and conduct QA for external (outsourcing) team
  • Provide top-tier support to our VIP players
  • Monitor, report, and present relevant KPIs
  • Create and maintain game FAQ and internal game knowledge bases
  • Reporting of aggregated player feedback
  • You will be the point of contact for the game teams and our players.

About you 


  • You are passionate about games and the joy they bring to our players
  • Strong technical proficiency and organizational skills
  • Willing and able to “own” optimization of customer care for assigned game(s)
  • Excellent attention to detail
  • Excellent written and verbal command of English (other languages an asset)
  • Previous experience in a customer service position (ideally gaming industry, definitely online)
  • Familiarity using CRM tools (Helpshift experience a clear plus)

Nice to have


  • Deep understanding of gaming communities 
  • Solid understanding of customer service KPIs
  • Familiarity with analytics processes and tools (SQL)
  • Experience working with outsourcing partners

Our Promise    


  • Shape the future! Challenge the status quo and team up with a diverse group of experts working on crafting the world’s best games.
  • Located in Europe’s most creative city with low cost of living and high quality of life. We offer a generous relocation package and home search support if you are not already located in Berlin. Did we mention that we also cooperate with Kindergartens?
  • Make use of a significant education budget and extra days off for self-development. Join our meet-ups, talks, brown bag lunches, internal trainings, workshops and many others.
  • Participate in the company’s success - we offer a quarterly bonus scheme!
  • Did you know that German is the third most commonly taught language worldwide? Learn it too! We offer German language classes for you and your significant other.
  • Choose your own equipment and be set up for success! We got your back!

At Wooga we are committed to providing a friendly, safe and welcoming environment for everyone who works here or with us, regardless to gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, religion (or lack thereof) and game preferences. Be yourself, we like you that way!


 


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