Customer Support Specialist
Core
Manage daily support operations, handle escalated customer issues, and improve internal processes and workflows for a gaming startup.
Role type
Customer Support Operations Specialist
Builds
Customer support workflows and operational efficiency for gaming products
Domain
Gaming industry + Customer Support
Deliverable
dashboards & analysis
Required skills
Tier 2 support, Zendesk, process optimization, trend analysis, cross-department collaboration, operational coverage
Preferred skills
Gaming industry experience, advanced Zendesk expertise
Technologies
Zendesk
Responsibilities
Handle Tier 2 customer support escalations and complex issues; Manage and maintain Zendesk workflows, macros, views, and support-related tasks; Support customer service agents with operational questions and escalations; Monitor ongoing issues, identify recurring trends, and suggest improvements; Collaborate with internal departments to resolve operational challenges; Help optimize customer support processes and improve team efficiency; Provide operational coverage and ensure continuity of daily support activities.