Customer Support Agent

Role Overview

As a Customer Support Agent (f/m/x), you are the face of the game team towards the community and the voice of the players within the team. Your mission is to help our players with all problems and questions that may come up while playing our games, communicating on different channels like e-mail and our internal ticket system. You will also relay these reports to stakeholders in the respective game teams, thereby ensuring player-oriented decisions in product strategy and development.

Your Mission

• Handling a wide range of support requests via asynchronous chat, from gameplay and account issues to complex payment topics.
• Filtering and consolidating player feedback to provide the production teams with insights.
• Ensure cross-team awareness of new and persisting issues and bugs.

Your Backstory

• 1-2 years of experience in Customer Support or Community Management, ideally within the video games industry.
• Open-minded, friendly, and thrive in a collaborative environment.
• A passion for video games and being a gamer yourself helps you connect with our community.
• High levels of self-organization and motivation.
• Professional fluency in English, both written and verbal, is essential for our international team.
• Open-minded and eager to learn.

Nice to Have

• Fluency in an additional language is an advantage.
• Previous experience with Helpshift or similar support tools.

Why You'll Love Working With Us

• A Global Team, A Shared Purpose: Our strength lies in our diversity. With over 30 nationalities represented across our two locations, we’re united by a shared passion for strategy games and a bold vision for the future. We celebrate what makes each of us unique – our perspectives, our stories, and the paths that led us here.
• Work Your Way: Whether you're crafting code from a harbor-view desk in Hamburg or fine-tuning design details under the Maltese sun, we support flexible hybrid work models that empower you to do your best work – wherever you are.
• Grow With Us: At Twin Harbour, your journey matters. Our Career Path Framework and mentorship culture provide the clarity and feedback you need to take the next step – whether you’re deepening your expertise or branching into new disciplines. We invest in your growth with language courses, e-learning platforms, and support for conferences and training.
• We’re Human First: We believe that great teams are built on trust, respect, and good humor. From game nights to casual drinks, quiz nights, and karaoke, we don’t just work together – we connect, play, and support each other like a true crew.

Company Information

At Twin Harbour Interactive, you'll step into a creative, collaborative environment where your ideas help shape the future of long-term strategy gaming. With the agility of an indie team and the reach of a global studio, we value innovation, ownership, and bold thinking. We're a passionate, multicultural crew with a flat hierarchy and a deep love for smart game design.

• Tech Stack: Our games are built using C#, JavaScript/HTML5, Java, and PHP - and always with players at the center.
• Locations: Hamburg (St. Pauli) and San Ġiljan, Malta.
• Working Model: Hybrid, Full time.