At a Glance
- Tasks: Support players by solving technical issues and improving their gaming experience.
- Company: Join Jagex, the creators of RuneScape, in a dynamic gaming environment.
- Benefits: Enjoy flexible working hours, private healthcare, and generous annual leave.
- Other info: Great career growth opportunities in a fast-paced, collaborative team.
- Why this job: Be the voice of players and make a real impact in the gaming community.
- Qualifications: Customer-facing experience and a passion for technology are essential.
The predicted salary is between 31500 - 38500 £ per year.
Office location: Cambridge, UK - This position can accommodate flexible working options. Candidates must be based (or willing to relocate) within a comfortable commuting distance of our Cambridge office to attend onsite as required.
Application Closing Date: 16th November
Are you someone who thrives under pressure, digs into technical problems until they're solved, and brings genuine care to every player interaction? As our Technical SME within the Player Support team, you'll be the internal expert on the technical side of how our games are delivered across cloud and on-premise infrastructure, online game systems, and the operational issues that come with running live games for millions of players. Your job is the complex stuff that requires real judgement, cross-team coordination, and genuine technical understanding. You'll identify and own projects that improve the player experience, act as the Voice of the Player within the business and collaborate with teams across Jagex to resolve the issues that matter most.
What you'll be doing:
- Act as the Technical SME within Player Support and across the wider business - building expert-level knowledge of our infrastructure, online game systems, and how technical issues affect players.
- Identify, own, and drive projects and initiatives to completion - both reactive (supporting releases and live operational changes) and proactive (improving player experience and Player Support services).
- Collaborate with stakeholders across Jagex to support key milestones, releases, and technical issues - coordinating work and communicating clearly across teams under pressure.
- Act as the Voice of the Player internally - identifying player issues, escalating them to the right people, and seeing them through to resolution.
- Handle complex player enquiries with professionalism and quality, and provide support and feedback to first-line support agents.
What we’re looking for:
- Resilient, customer-facing experience - you've worked in a fast-paced environment where quick decisions matter and you've learned to keep your composure when things get difficult.
- An understanding of infrastructure concepts - how cloud and on-premise systems work, and how online games depend on them. You don't need to be an engineer, but you need to be genuinely curious about this and willing to build your knowledge quickly.
- Proven project management skills - you can identify a problem, build a plan, and see it through to completion while managing competing priorities.
- Strong collaboration and stakeholder engagement skills - you're comfortable working across multiple teams, communicating complex issues clearly, and building trust with people at all levels.
- Proactive, adaptable, and comfortable making decisions independently when leadership isn't available. Live operations moves fast; we need someone who moves with it.
- Linux experience and any hands‑on technical background are an advantage, though not required.
What we offer:
- Private Healthcare, including Dental Plan.
- Discretionary annual performance bonus.
- Minimum 6% Pension contributions.
- Life Insurance.
- 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!
Right to Work Statement: This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship for this position, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.
About Jagex: We are Jagex: The RuneScape Company. Home to one of gaming's most enduring success stories. We create deep, community-powered games with worlds that evolve, inspire, and endure. Our flagship MMORPG franchise, RuneScape, has welcomed over 300 million player accounts, inspiring generations of players across PC and mobile for 25 years. As we begin our 26th year, we are accelerating our strategy to expand RuneScape into a broader ecosystem of forever games and connected experiences, grounded in a renewed commitment to integrity and fair play. We remain focused on building enduring worlds, empowering player‑led innovation, and laying the foundations for the boldest era in RuneScape's history.
Player Support Specialist in Cambridge employer: Jagex: The RuneScape Company
At Jagex, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions creativity and collaboration. Our Cambridge office provides flexible working options, allowing you to balance remote work with in-person collaboration, while our comprehensive benefits package ensures your well-being and professional growth. Join us in shaping the future of online worlds, where your contributions will be valued and your career can flourish in an inclusive environment dedicated to innovation and player empowerment.
Contact Details:
Jagex: The RuneScape Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Player Support Specialist in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jagex: The RuneScape Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jagex: The RuneScape Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Player Support Specialist in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jagex: The RuneScape Company:Your cover letter is your chance to shine! Tell us why you want to work at Jagex: The RuneScape Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jagex: The RuneScape Company!
How to prepare for a job interview at Jagex: The RuneScape Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
