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Position Details
- Handle daily inquiries and in-game issues from high-value Brazilian/Latin American users online, ensuring timely responses and accurate solutions to guarantee player satisfaction
- Identify and address high-risk signals such as user churn alerts, escalated complaints, and negative publicity; maintain professionalism and composure during emotionally charged situations to prevent the situation from escalating
- Build long-term trust with high-value users through holiday greetings, daily interactions, and proactive follow-ups, transforming “one-time service” into “ongoing support.”
- Continuously collect, summarize, and report issues and suggestions from Brazilian/Latin American users to provide first‑hand data support for product optimization.
- Collaborate with operations, product, and cross‑functional teams to resolve complex issues, jointly maintain user relationships, and secure the best possible solutions for users within established guidelines...