Senior Customer Support Agent - Remote

Overview

People Can Fly is looking for a Senior Customer Support Agent to join our upcoming live games, responsible for overseeing customer service operations and ensuring a player-first culture.

In Short

• Supervise day-to-day player support operations.
• Collaborate with marketing and community teams for game releases.
• Work closely with game producers and developers.
• Establish and optimize processes for tracking game trends.
• Manage and improve support tools and processes.
• Collaborate with Community Manager and Live QA teams.
• Monitor performance and report on key metrics.
• Maintain comprehensive support documentation.

Requirements

• 3+ years in a senior role within gaming or tech.
• 5+ years in customer service or player support.
• Experience with customer service platforms (e.g., Zendesk).
• Proven track record managing multiple games.
• Experience with product requirement documents.
• In-depth understanding of game development processes.
• Exceptional communication skills.
• Player-first mindset and passion for customer experiences.

Benefits

• 100% paid benefit package.
• Full dental coverage.
• 4% RRSP matching from day one.
• Paid week off during Winter Holidays.
• 20 paid vacation days and 5 paid sick days.
• Free virtual health and mental wellbeing sessions.
• Personal development opportunities.
• Work in a creative team environment.