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 players with problems and questions that arise during gameplay, communicating via channels such as e-mail and internal ticket systems. You will also relay reports to stakeholders in the respective game teams to ensure player-oriented decisions in product strategy and development.

Your Mission

• Handling a wide range of support requests via asynchronous chat, ranging from gameplay and account issues to complex payment topics.
• Filtering and consolidating player feedback to provide the production teams with insights.
• Ensuring 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 thrives in a collaborative environment.
• A passion for video games and being a gamer yourself to connect with the community.
• High levels of self-organization and motivation.
• Professional fluency in English, both written and verbal.
• Open-minded and eager to learn.

Nice to Have

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

Why You'll Love Working With Us

• A Global Team, A Shared Purpose: Diversity is a strength, with over 30 nationalities represented across two locations, united by a passion for strategy games.
• Work Your Way: Supports flexible hybrid work models, whether working from Hamburg or Malta.
• Grow With Us: Access to a Career Path Framework, mentorship culture, language courses, e-learning platforms, and support for conferences and training.
• We’re Human First: A culture built on trust, respect, and humor, featuring team activities like game nights, quiz nights, and karaoke.

Working Conditions

• Locations: Hamburg (St. Pauli), Germany and San Ġiljan, Malta.
• Remote Status: Hybrid.
• Employment Type: Full time.

Company Environment

Twin Harbour Interactive focuses on creating strategy games using C#, JavaScript/HTML5, Java, and PHP. The company maintains a flat hierarchy and emphasizes innovation, ownership, and bold thinking.