Customer Success Associate Madrid, Spain
8 days ago
Madrid
ppAt 2K, we create some of the most iconic and culture-shaping video games in entertainment, including bNBA® 2K /b, one of the top-selling franchises in the world, and legendary titles like bBioShock® /b, bBorderlands® /b, bMafia /b, bSid Meier’s Civilization® /b, and bXCOM® /b, as well as fan favorites bWWE® 2K /b, bTopSpin® /b, and bPGA TOUR® 2K /b. We build unforgettable experiences by pushing the boundaries of creativity, authenticity and innovation across every genre. /p pOur portfolio is brought to life by some of the most influential game development studios in the world. bVisual Concepts, Firaxis Games, Hangar 13, Cat Daddy Games, 31st Union, Cloud Chamber, Gearbox, HB Studios, /b and b2K SportsLab /b create world‑class experiences across platforms. /p pBut what truly powers 2K is our people. /p pWe believe the best ideas come from teams that feel empowered, supported, and inspired. As an equal opportunity employer, we are committed to fostering a diverse, inclusive workplace where people are encouraged to bcome as they are /b and do their best work. /p h3What We Need /h3 pThe Customer Success Associate I (Player Moderation) is an entry‑level role dedicated to upholding community standards and ensuring a safe, fair, and inclusive environment for our gaming community. This specialized position focuses on the high‑volume intake, review, and resolution of player‑submitted reports regarding Code of Conduct violations (e.g., harassment, cheating, hate speech, and toxic behavior). /p pBecause this role centers predominantly on a singular, critical objective, the daily workflow involves processing highly repetitive queues of player reports. Success requires excellent focus, strong emotional resilience, a high tolerance for routine tasks, and the ability to maintain objective judgment over prolonged periods. /p h3What You’ll Do /h3 h3Primary Responsibilities /h3 ul liReport Intake Queue Management: Efficiently manage and process a continuous, high‑volume queue of incoming player reports regarding behavioral and policy violations. /li liContent Moderation Evaluation: Review submitted evidence including text logs, voice reports, user profiles, and behavioral data, and objectively evaluate them against the company’s established Code of Conduct. /li liCustomer Support and Issue Resolution: Respond promptly and professionally to customer inquiries via email, chat, or other communication channels; troubleshoot and resolve basic technical issues on PCs, Sony, and Microsoft consoles, ensuring customer satisfaction; and Escalate complex or unresolved issues to Tier II associates or management, ensuring proper follow‑up. /li /ul h3Knowledge Building and Training /h3 ul liBuild foundational knowledge of company products, services, and processes to provide accurate information to customers. /li liParticipate in training sessions and team meetings to enhance product knowledge and customer service skills. /li /ul h3Documentation and Record Keeping /h3 ul liMaintain detailed and accurate records of customer interactions, resolutions, and feedback. /li liCollaborate with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates. /li /ul h3Knowledge Base Contribution /h3 ul liContribute to the development of the Knowledge Base by identifying common customer issues and suggesting content updates. /li /ul h3What Will Make You a Great Fit /h3 h3Core Competencies /h3 h3Behavioral /h3 ul liDemonstrate the ability to adhere to established guidelines and procedures when addressing challenges. /li liEffectively communicate progress, challenges, and outcomes related to assigned tasks. /li /ul h3Technical /h3 ul liPossess foundational knowledge of tools, systems, and processes required for day‑to‑day operations. Can independently complete routine tasks with minimal supervision, ensuring accuracy and efficiency. /li liCapable of interpreting and addressing straightforward customer inquiries or requests. /li /ul h3Leadership /h3 ul liPromote a collaborative and inclusive work environment. /li liUse active listening, empathy, and problem‑solving skills to foster positive relationships and maintain team harmony. /li /ul h3Strategic Influence Business Acumen /h3 ul liUnderstand the fundamental stages of project or product development, including planning, execution, and delivery. /li liEnsure that all actions and deliverables adhere to company policies, industry standards, and legal requirements. /li /ul h3Required Qualifications, Knowledge, and Job‑Related Skills /h3 ul liHigh School diploma or equivalent. /li liExperience in customer service or a related role (internship experience is acceptable). /li liReliable and able to work scheduled shifts, including weekends and holidays. /li liStrong communication skills in English, both written and verbal, to clearly document findings and provide feedback to appropriate audiences. /li liStrong analytical skills, attention to detail, creative problem‑solving skills, organizational abilities, and a sense of ownership over assigned duties. /li liPositive attitude along with flexibility, dependability, and excellent interpersonal skills, including the ability to collaborate effectively within a team environment. /li /ul h3Technical Skills /h3 ul liBasic technical proficiency with PCs and gaming consoles. /li liFamiliarity with MS Office and G Suite products. /li /ul h3Physical Requirements /h3 ul liLift up to 20 lbs. unassisted or assisted occasionally. /li liStand, sit, and walk for prolonged periods of time. /li liMove between three separate floors as needed. /li /ul pThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed. /p pAs an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation. /p /p #J-18808-Ljbffr