(Senior) Player Support Specialist, New Games

October 4, 2024

Rovio

Helsinki

OTHER

Rovio is part of the SEGA family and world famous for our flagship IP Angry Birds - want to know more about Rovio as an employer? Click here.

Are you a passionate gamer who thrives on connecting with others? We’re now on the hunt for a (Senior) Player Support Specialist who’s ready to become the heartbeat of our player community, for a new puzzle game. You’ll be the vital link between our game teams and players, ensuring every player feels heard, valued and supported. This isn’t just another support role - it’s an opportunity to influence player experiences and drive engagement and retention in ways that matter. In this role, you’ll collaborate with multiple teams, champion player perspectives, and work on exciting projects that craft the future of gaming. If you’re eager to make a real impact, both with players and developers, and be a key player in our success, we want you on our team!

You will have impact and fun at work by:

Leading and Collaborating on Player Support Operations: Oversee Player Support process for assigned game projects, collaborating with cross-functional teams to improve player experience and communication.
Driving Player Advocacy and Game Improvement: Advocate for players within game teams, continuously improving game performance and business important metrics.
Running Outsourcing and Communication: Empower outsourcing partners with necessary knowledge and facilitate communication between developers, support agents, and players on bugs, UX, and product updates.
Data-Driven Strategy and Industry Trends: Support data-related tasks using platforms like Power BI, analyze industry trends, and proactively optimize Player Support processes.

Experience and skills we are looking for:

Proficient verbal and written English skills to process, analyse, and efficiently communicate sophisticated ideas in relatable terms with different partners.
Solid project management experience.
Proven experience working with Player Support tools, methodologies, and processes. Understands the impact of Player Experience and Player Support operations on game and business metrics.
Skilled in working in multicultural environments, empathic, culturally aware, and has strong conflict management skills. Able to tackle tasks as part of a team and independently.
A proactive drive to improve the craft, our working methods, and yourself.
A detailed understanding of mobile puzzle games and/or a deep curiosity about the genre.

It would be nice if you also have the following skills:

Experience building Player Support KPI dashboards and reporting.
SQL knowledge and experience with BI tools.
Experience building automation and deflection measures.
Understanding mobile games business.

We're looking to fill this position as soon as possible and proceeding with applications continuously, so if you're interested, we'd love to hear from you! Please submit your CV and, if you’d like, a cover letter (optional) in English. Join us and help shape the future of Player Support!

We welcome applicants to use the name they want to be addressed by in the application form, regardless of whether it is their legal name.

At Rovio, we are also committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our working environment and job application procedures. We are committed to continuously improving workplace accessibility. If you have any questions before applying, please write to us at recruitment@rovio.com.

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We regret to inform you that this job opportunity is no longer available