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Tripledot Studios is one of the world's largest independent mobile games companies with 2,500+ employees across 12 studios. The company operates Puzzleplay, a player rewards platform integrated into its casual free-to-play mobile games, where users earn points, complete challenges, and win real prizes.
As a Customer Support Specialist, you will be the frontline voice for our global player base, responsible for maintaining positive relationships and ensuring player retention. You will handle inquiries across multiple channels (email, chat, in-app messaging, social media) and resolve issues related to account access, reward redemptions, gameplay errors, and technical glitches. Your role bridges customer needs and internal teams, escalating complex issues to product and engineering while documenting all interactions in helpdesk tools like Zendesk.
Key responsibilities include:
- Responding promptly and empathetically to user inquiries across all communication channels
- Troubleshooting technical and account-related issues, escalating when necessary
- Documenting and tracking tickets with accurate status updates and follow-ups
- Identifying recurring user feedback and pain points, sharing insights with product, UA, and engineering teams to drive feature prioritization
- Monitoring App Store/Play Store reviews and social media mentions, responding diplomatically to improve ratings
- Developing and maintaining user-facing resources such as FAQs, help center articles, and canned responses
- Tracking KPIs (response time, ticket resolution, satisfaction scores) and suggesting process improvements
- Participating in team training and contributing to an empathetic support culture
The role is hybrid-based in Jakarta with 20 days of remote working flexibility per year. Tripledot offers breakfast and lunch in the office, BPJS Health and Social coverage, private health insurance, festivity allowance, employee assistance programs, family forming support, and English classes.
**Requirements:**
- 2–3 years of customer support or client-facing experience, preferably in mobile apps, adtech, gaming, or SaaS
- Demonstrable experience with helpdesk tools such as Zendesk or Helpshift
- Exceptional written and verbal communication skills; calm and clear under pressure
- Strong problem-solving ability with capacity to research and resolve technical issues
- High empathy, patient listening, and ability to build rapport with users
- Comfortable multitasking in a fast-moving environment
- Basic ability to diagnose technical issues and collaborate with engineers
- Proficiency with ticketing platforms, documentation tools, and CRM systems
- Ability to collect and share user data and feedback effectively
**Nice-to-Haves:**
- Experience in mobile gaming or adtech support
- Prior exposure to publishing support content related to user flows and common issues
