Player Support Specialist - 12 Month FTC

Location: Cambridge, UK (remote-friendly within the UK) with occasional travel to the office once per quarter.

We are looking for highly motivated Player Support Specialists to join our team. Your role is crucial in ensuring that every interaction (both 1st line and 2nd line) we have with a player increases their loyalty to our brand and creates advocates for our services and products, whilst ensuring department senior management are aware of the problems our players are facing and your recommended solutions. You will be the Voice of the Player.

The core job focuses on resolving player queries to ensure maximum player satisfaction, whilst meeting department SLAs and KPIs, however, this role is part of a department responsible for the overall ‘Player Experience’ with the aim of identifying opportunities and bringing continuous improvement.

What you\’ll be doing:

• Answer player inquiries via email with professionalism, expediency, and quality
• Assist players with account and payment issues
• Identify, own, and seek resolutions for player issues, acting internally as the \’Voice of the Player\’
• Perform essential on and off system checks such as community safety/moderation, disputes, and system monitoring checks
• Utilise off-queue time to assist in specific areas of ownership and value-added project work

What we\’re looking for:

• Initial experience in a customer-facing role, ideally with an online component, or in a role with transferable skill sets
• Outstanding written English including the ability to craft messages that are positive, personal, professional, friendly and engaging
• Ability to review information from a variety of sources and then make a great decision for the customer and the business
• Exceptional critical thinking and attention to detail

What we offer:

When you join Jagex you can look forward to a generous Perks & Benefits package including:

• Private Healthcare, including Dental Plan.
• Minimum 6% Pension contributions.
• Employee Assistance Programme & onsite Counselling.
• Life Insurance.
• Discretionary annual performance bonus.
• Enhanced family leave policies from day 1.
• Flexible working hours.
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

About Jagex:

Jagex is a leader in developing and publishing deep, engaging online games that connect millions of players worldwide. Best known for the RuneScape franchise, which includes two of the world’s longest running and most successful MMORPGs, in Old School Runescape and Runescape, and the open-world survival crafting game, Runescape: Dragonwilds; we have proven success in delivering immersive Forever Games and fostering strong player communities.

We strive to foster an inclusive workplace built on trust, autonomy, and a shared passion for creating forever games.
Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; we Honour our Vows by being honest and transparent; we are our Customers’ Heroes by striving to understand our team & player needs, and we Seize The Day by making the most of every opportunity.

With over two decades of experience, and over 400 people in our team, we continue to innovate in live game development, leveraging data-driven insights, and a commitment to player-first game design. We have a diverse and talented team where creativity, collaboration, and community-driven game development drives everything we do.

As part of Jagex, you’ll have the opportunity to work on a globally successful franchise, contribute to exciting new projects, and be part of a company that hugely values both our employees and our players.

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