Game Customer Support Representative Lisboa

(Tentative working hours: 10:00–02:00 Poland local time)

We are looking for experienced and passionate Game Customer Support Representatives to join our
- site team. The successful candidates will provide
- quality customer service and technical support for an SLG-type game, ensuring an excellent player experience through efficient issue resolution and empathetic communication.

Key Responsibilities

• Handle player inquiries related to account issues,
  - up/payment problems, game information, and verification requests.
• Manage and resolve tickets and messages submitted through
  - game, email, or
  - based channels.
• Provide professional, timely, and accurate responses to players to maintain a positive experience.
• Support basic LQA (Linguistic Quality Assurance) tasks when needed to help ensure localization quality.
• Identify and report potential player complaints or
  - related issues promptly to the management team.
• Collaborate with internal teams to elevate and resolve complex or urgent cases.
• Be flexible and able to work overtime when required by project needs.

Requirements

• Proficient in SLG (Simulation & Strategy) games, with a strong understanding of gameplay and player behavior.
• Previous customer service experience, preferably in the gaming industry.
• High emotional intelligence (EQ) — able to communicate with empathy and handle sensitive situations.
• Strong problem‑solving and multitasking abilities.
• English proficiency at B2 level or above.
• Ability to work on‑site and in a shift‑based schedule according to project requirements.

Preferred Qualifications

• Experience with game customer support or localization.
• Background in game operations or community management.
• Outstanding fluency in Russian / Polish, depending on assigned market.