Customer Support Executive at kwalee

Join the team! As we continue to grow, we are now looking for a Customer Support Executive to join our Customer Success team. As a Customer Success Executive, you will be responsible for providing high-quality, timely support to our global community of players across our diverse portfolio of games. You'll be the frontline voice of the company, ensuring players' queries are resolved efficiently and professionally, which is crucial for maximising player satisfaction and commercial success. This is a permanent role based in our Bangalore studio, where our daily in-office collaboration fuels innovation and technical excellence.  Responsibilities: • Respond to player queries and tickets via webmail and chat according to established service level agreements (SLAs) and support protocols. • Accurately log and record all customer interactions and support transactions using our internal systems and CRM tools. • Collaborate cross-functionally with Development, QA, and other departments to research and resolve complex technical issues, bugs, and payment problems. • Proactively identify and escalate new, trending, or critical issues to the Customer Support Lead per specified protocol, ensuring rapid response to game-breaking problems. • Contribute ideas and suggestions for improving internal processes and enhancing the overall player support experience. • Fully comply with all company procedures, processes, strategies, and tactics as required. • Handle ad-hoc tasks as assigned by your line manager to support team operations. Requirements • 2-3 years of proven experience in a Customer Support, Customer Success, or a similar customer-facing role, preferably within the gaming or entertainment industry. • Excellent written communication skills and a strong collaborative sense for effective teamwork. • Demonstrated proficiency in email communication and experience managing support tickets. • Experience with CRM systems (e.g., Zendesk, Helpshift) is a plus. • Must be a passionate gamer with the ability to easily navigate the user interfaces (UI) of mobile and PC games. • Knowledge of and reasonable experience responding to feedback from platforms like the Google Play Store and Apple App Store. • Based in our Bangalore office for 5 days per week. Why Kwalee? We believe in more than just a job—we’re committed to helping you thrive with a fantastic work-life balance and a range of great benefits! With group health insurance and 20 annual leave days, you’ll have plenty of time to recharge. Stay energised throughout the day with unlimited snacks and drinks, and enjoy access to a discounted premium gym membership to keep you feeling your best. You’ll work with cutting-edge equipment in an environment designed for your success, with clear career progression and endless opportunities for growth. To keep things lively, we host seasonal events, regular town halls, and share exclusive Kwalee merch—making sure there’s always something exciting to look forward to! Our Commitment to Diversity & Inclusion At Kwalee, we take pride in being an equal opportunity employer, where we believe that diversity and inclusion are essential to driving creativity. We are committed to creating a safe, welcoming, and supportive environment where everyone can thrive. Our culture is built on celebrating the diverse voices of our team members, fueling innovation and strengthening our connection to our players. We are dedicated to advancing equity, diversity, and inclusion across all areas of life, including age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We recognise the importance of self-development, career progression, and well-being in retaining our talented team. At Kwalee, we celebrate individuality and encourage everyone to bring their authentic selves to work.