Senior Player Support & Operations Specialist
New
K
Keen Software HouseVideo Game Industry
Work remotely within Europe (CET +/- 2 hours), CET +/- 2 hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Fluent English, spoken and written
- Experience
- 5+ years of professional experience in customer support, player support, community management, or a similar player-facing role
- Required Skills
- Data AnalysisZendesk
Requirements
- 5+ years of professional experience in customer support, player support, community management, or a similar player-facing role in the video game industry.
- Specific experience working on PC and/or console games.
- Proven experience owning or leading player support operations, including technical troubleshooting.
- Fluent English (spoken and written) with ability to communicate complex topics clearly.
- Strong analytical judgment and experience analyzing player sentiment and community feedback.
- Experience communicating directly with players through platforms like Steam, Discord, or forums.
- Hands-on experience configuring support platforms such as Zendesk, Helpshift, or equivalent.
- Strong understanding of Player Support KPIs (CSAT, first response time, resolution time, etc.).
- Technical troubleshooting ability regarding logs, crashes, save files, hardware, mods, connectivity, and multiplayer.
- Ability to establish structure, workflows, and documentation in developing environments.
- Experience producing professional support reporting and deriving actionable insights.
Responsibilities
- Act as the primary owner of the Player Support function for Space Engineers and Space Engineers 2.
- Assess the current Player Support setup and identify gaps in processes, tools, documentation, escalation, reporting, and communication.
- Establish and continuously improve practical workflows for receiving, categorising, investigating, escalating, tracking, and following up on player issues.
- Define clear escalation paths between Player Support, Production, QA, Game Design, Engineering, Marketing, and other relevant teams.
- Monitor player feedback, sentiment, and emerging topics across Steam, Discord, and support portals.
- Investigate and escalate technical issues with sufficient context, working with QA and development teams to connect player-reported cases to verified or reproducible defects.
- Turn player and community feedback into clear, structured, and actionable insights for development teams.
- Define meaningful Player Support metrics and establish regular professional reporting.
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