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- Tasks: Support players, manage enquiries, and ensure top-notch gaming experiences.
- Company: Join Hutch, a leading mobile games developer with a vibrant culture.
- Benefits: Flexible remote work, supportive team environment, and a focus on work-life balance.
- Why this job: Be the voice of our community and help shape player experiences in exciting racing games.
- Qualifications: Experience in customer support, bilingual skills, and a passion for gaming.
- Other info: Dynamic team with opportunities for growth and creativity.
The predicted salary is between 30000 - 42000 £ per year.
We’re Hutch, a mobile games developer & publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 300 million people, with new titles in development.
We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy. Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way.
We’re looking for an experienced Customer Support/Localisation Specialist to join the team on an initial 6 month contract. We’re looking for someone who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Player Support Manager, the role will mainly focus on Customer Support, interacting with VIP players, helping supervise vendor managed agents, localisation and ad hoc tasks.
Responsibilities:- Respond promptly and professionally to customer enquiries.
- Handle and resolve customer complaints.
- Perform and record customer refunds where appropriate.
- Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers.
- Provide feedback on the efficiency of the customer service process.
- Being the first point of contact for VIP players via our CRM system.
- Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them.
- Monitor the customer base for new VIP customer potential.
- Localisation of presets and FAQ articles.
- Localisation quality assurance as organised by the localisation manager.
- Work alongside game teams to plan and execute in game events and promotions.
- Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.
- Respond to player reviews on platform app stores (iOS/Android).
- Previous experience in customer support or community management role in the tech or games industry.
- Bi-lingual in any of the following languages (written and spoken) - German, Italian, Russian, Chinese, Korean.
- Knowledge of helpdesk CRM systems (helpshift, zendesk or similar).
- Demonstrable communication skills (excellent written English).
- Problem solving.
- Attention to detail and accuracy.
- Willingness to work one day at the weekend.
- Racing genre gaming fan: PC, Console and especially Mobile.
- Familiarity with performance analytics.
- Strong mathematical skills.
We value diversity and as an equal opportunity employer we encourage applications from all suitable applicants. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Customer Support / Localisation Specialist in London employer: Hutch
Contact Detail:
Hutch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support / Localisation Specialist in London
✨Tip Number 1
Get to know Hutch and their games! Dive into their titles, understand the community, and be ready to share your passion during interviews. This shows you’re not just another applicant; you’re genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current or former Hutch employees on LinkedIn. Ask them about their experiences and any tips they might have. A personal connection can make all the difference when it comes to landing that interview.
✨Tip Number 3
Prepare for those tricky questions! Think about how you’d handle customer complaints or interact with VIP players. Practise your responses so you can showcase your problem-solving skills and attention to detail with confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Hutch team. Let’s get you on board!
We think you need these skills to ace Customer Support / Localisation Specialist in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your love for cars and gaming shine through! We want to see that you’re genuinely excited about the role and how you can help our players enjoy their experience.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer support or community management. We appreciate when applicants take the time to connect their skills with what we’re looking for!
Be Professional Yet Personable: Remember, you’ll be the face of Hutch! Use a friendly tone in your writing while maintaining professionalism. Show us that you can communicate effectively and build relationships with our VIP players.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hutch
✨Know Your Stuff
Before the interview, make sure you’re familiar with Hutch's games and their community. Play a few titles if you can, and understand what makes them unique. This will not only show your passion for gaming but also help you connect with the interviewers.
✨Showcase Your Communication Skills
As a Customer Support/Localisation Specialist, communication is key. Prepare examples of how you've effectively handled customer queries or complaints in the past. Highlight your ability to be honest and upfront, as this aligns with Hutch's values.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you’ve resolved issues or improved processes in previous roles. Be ready to discuss these scenarios during the interview, as problem-solving is crucial in customer support.
✨Emphasise Teamwork and Adaptability
Hutch values collaboration and adaptability. Share experiences where you’ve worked in a team to achieve a goal or adapted to changes in a fast-paced environment. This will show that you fit well with their culture.
