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Play Support Analyst

Remote | Los Angeles, California
Freelance | Job ID #69699 | Posted Last Month
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Associate Producer brings deep knowledge of player support but also values the opportunity to work in various broader domains. As an Associate Producer, you’ll work with a cross-disciplinary team to provide support in launching and maintaining products and services within the Studio teams.

As an Associate Producer, you’ll work closely with CX Leads, and Producers, and receive guidance from the Product Managers across the Studio teams to bring value to our Support Operations and Players via Policy and documentation, escalation oversight, and stakeholder management.

Responsibilities:

  • Support overall preparedness of Global Player Support teams through documentation, escalation management, and alignment
  • Work with Subject Matter Experts, partners, and all other stakeholders to build and distribute internal content.
  • Responsible for understanding and improving our Operational and Agent experiences guided by our success measurables.
  • Develop and maintain expertise in Player Support subject matters to consult with proper stakeholders.
  • Maintain vigilance of incidents and service degrade and represent Player Support operations and impacted players to appropriate stakeholders to influence prioritization and product development.


Required Qualifications:

  • Bachelor's Degree (a wide variety of majors are an excellent fit for the role) or equivalent experience
  • Experience in Player/Customer Support is strongly preferred
  • Strong verbal and written communication skills
  • Successful execution of complex projects that span multiple teams

Desired Qualifications:

  • Agile, project/product management certifications are a plus (CSPO, CSM, PMP, etc)
  • Analytical proficiency with experience in making data-driven decisions
  • 2 years of work experience in project management, operations leadership, customer service leadership, or other similar roles

Does this sound like you? Apply today! 

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
  • Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.
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