Customer Support Specialist

The role is working within our studio: Puzzleplay

Puzzleplay is Tripledot’s new player rewards platform, designed to make playing our games even more fun and engaging. By playing our casual, free-to-play mobile games, users can earn points, complete challenges, and win real prizes. It’s our way of giving back to players and rewarding them for doing what they already love. Puzzleplay is a key part of our growth strategy, combining smart engagement mechanics with high-quality game content.

Role Overview

We're looking for a Customer Support Specialist who is essential for maintaining a positive relationship with our global user base and ensuring player retention. This role is crucial for driving user satisfaction by quickly and empathetically resolving issues across multiple communication channels. You will act as the voice of the customer, providing vital feedback to drive product improvements and uphold the integrity of our brand on public platforms.

Key Responsibilities

First-Line Customer Support

• Respond to user inquiries promptly and compassionately via email, chat, in-app messaging, and social platforms.
• Troubleshoot issues with account access, reward redemptions, gameplay errors, or technical glitches—guiding users to resolution or escalating as needed.

Issue Resolution & Escalation

• Document and track tickets using helpdesk tools (e.g., Zendesk), ensuring accurate status updates and follow-ups.
• Escalate complex or repeated issues to product or engineering teams and coordinate resolution efforts.

Customer Feedback & Product Insights

• Identify recurring user feedback or pain points and share insights with product, UA, and engineering teams.
• Help prioritise feature requests and usability improvements, contributing to our iterative development process

Reputation Management

• Monitor App Store/Play Store reviews and social media mentions, responding diplomatically and aiming to raise ratings whenever possible.

Knowledge Base & Content Creation

• Develop and update user-facing resources such as FAQs, help center articles, and canned responses to streamline support and empower users.

Performance & Reporting

• Track KPIs (e.g., response time, ticket resolution, satisfaction score), and suggest process improvements to enhance metrics.
• Participate in team discussions, training sessions, and contribute to building an empathetic support culture.

 

Required Skills, Knowledge and Expertise

Experience

• 2–3 years in customer support or client-facing roles, preferably in mobile apps, adtech, gaming, or SaaS.
• Demonstrable experience using helpdesk tools like Zendesk or Helpshift

Skills

• Exceptional written and verbal communication; calm and clear in high-pressure scenarios.
• Strong problem-solving aptitude with the ability to research and resolve technical issues.
• High empathy, patient listening, and ability to build rapport with users.
• Comfortable multitasking and adapting in a fast-moving environment.

Technical & Analytical

• Basic ability to diagnose technical issues and collaborate with engineers.
• Skilled with ticketing platforms, documentation tools, and familiarity with CRM systems.
• Collecting and sharing user data or 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

 

Working at Tripledot

• Hybrid Working
• 20 days of remote working: Work from anywhere in the world, or use the time to cover mandatory office days to WFH, 20 days of the year.
• Regular company events and rewards: Join in regular events and rewards that celebrate cultural events, our achievements, and our team spirit.
• Breakfast & Lunch: Relish daily breakfast and lunch provided in the office to keep you fueled and focused.
• BPJS HEALTH: Elevate your well-being and peace of mind, ensuring robust health security with seamless enrolment in BPJS Health.
• BPJS SOCIAL: Secure your employment rights with BPJS Social.
• Festivity Allowance: Celebrate festive occasions with an additional festive allowance.
• Private Health Insurance: Stay covered with comprehensive health insurance for you and your loved ones.
• Employee Assistance Program: Anytime you need it, tap into confidential, caring support with our Employee Assistance Program, always here to lend an ear and a helping hand.
• Family Forming Support: Receive vital support on your family forming/ fertility journey with our support program [subject to policy]
• English Classes: Enhance your English skills with our provided English classes