Moderation Support Specialist

customer experience

Description

Papaya is one of the world's fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps. We are dedicated to providing our players with exceptional customer support and maintaining a safe and positive environment within our online communities. We are looking for a sharp thinker, quick learner and motivated multi-tasker to join our team in Tel Aviv as a Moderation and Customer Support Specialist.

As a Moderation and Customer Support Specialist, you will play a crucial role in ensuring our players have a smooth and enjoyable gaming experience. You will be responsible for handling customer inquiries, resolving support tickets, and moderating the company's Facebook group. Your excellent communication skills, tech-savviness, and ability to work flexible shifts will contribute to maintaining high customer satisfaction and upholding community guidelines.

Responsibilities

  • Monitor and review user-generated content, comments, and messages on the company's Facebook group.
  • Enforce community guidelines and remove or escalate inappropriate content ensuring a safe, respectful, and inclusive environment.
  • Respond promptly and professionally to customer inquiries via various channels (mainly Facebook and email)
  • Collaborate with cross-functional teams (liaise with the development, QA, and marketing teams to address and escalate technical issues or bugs)
  • Provide feedback on recurring customer inquiries to help improve the gaming experience and user interface.
  • Share insights and recommendations with the team to improve processes and enhance customer satisfaction.

Requirements

  • 1-2 years of experience in customer support, preferably in a tech-related industry (bonus points if it was a gaming company).
  • Native-level English speaker with excellent verbal and written communication skills
  • Ability to work full-time in flexible shifts (including nights and weekends)
  • Strong problem-solving and multitasking abilities in a fast-paced environment
  • Team player with strong attention to detail and the ability to maintain composure in challenging situations
  • Must be able to come to our offices in Tel Aviv for training. After that, there's an option to work hybrid/remotely.

If you are passionate about customer experience, possess excellent communication skills and thrive in a fast-paced environment, we would love to hear from you.