Player Support Specialist
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At Rovio you will get to work with multiple groundbreaking IP’s including one of the most famous game IP’s in the world: Angry Birds! We craft joy with player-focused gaming experiences that last for decades. In order to do that, we know that people need to bring their own joy to what we do. That’s why we value work-life balance, say no to crunch culture, and welcome people from all walks of life to join the flock. Today, we are a proud team of 500+ caring and talented professionals representing over 50 different nations.
We trust our teams to work autonomously by providing them the right tools and level of responsibility. We believe in our teams to remain creative and to keep learning – as well as ensuring everyone has opportunities for personal growth.
Our Rovio Marketing function is looking for a Player Support Specialist. You are key in facilitating communication between game teams and our players. You will collaborate closely with different stakeholders and collaborate on Player Support projects that align with our strategy. Within this role, a successful Player Support Specialist will act as the voice of our players, providing players with experiences that drive deeper engagement and higher retention, both through working directly with players and developers. The role is a fixed term role until approximately March 2025.
Player Support is the craft that designs and delivers service experiences to players so they can continue enjoying their game without interruption. This means proactively finding sustainable solutions, ensuring a safe and respectful environment for all players, and feeling comfortable walking between the worlds of players and game developers alike. In Player Support, work is often done as part of a game team or large projects as an advocate for the Voice of the Player.
The Player Support team is currently distributed over two sites: Finland and Sweden. We are working in hybrid mode, where we work some days from the office and some days from home. The frequency of how often you work from the office will depend on the nature of your tasks (e.g., meeting stakeholders in person), the game team you work with, and your own preference. In addition, some travel may be required to collaborate within the team and manage stakeholders.
You will have impact and fun at work by doing:
- Lead Player Support operations for assigned titles and projects, serving as the key representative for the team.
- Collaborate closely with stakeholders across the craft and studio to enhance player experience, communication, and sentiment across our portfolio.
- Facilitate effective communication on bugs, UX, and the product roadmap between developers, player support agents and players.
- Empower outsourcing partners with the knowledge needed for success in day-to-day operations and long-term excellence.
- Assist the Player Experience team and other stakeholders with data-related tasks, utilizing platforms like Power BI for report creation and management.
Experience and skills we are looking for:
- Exceptional verbal and written English skills to process, analyze, and efficiently communicate complex ideas in relatable terms with different stakeholders.
- Project management experience (highly regarded!).
- Proven experience working with Player Support tools, methodologies, and processes. Understands the impact of player Experience and Player Support operations on game and business KPIs.
- Skilled in working in multicultural environments, empathic, culturally aware, and has strong conflict management skills. Able to tackle tasks as part of a team and independently.
- A proactive drive to improve the craft, our working methods, and yourself.
It would be nice if you also have the following skills:
- Experience building Player Support KPI dashboards and reporting
- SQL knowledge and experience with BI tools.
- Experience building automation and deflection measures
Interview process:
- Screening of applications based on qualifications and motivation
- Assignment related to Player Support scenarios
- First meeting: You will meet the hiring manager. Before diving deeper into your skills, you will discuss the assignment. In this interview we also want to know who you are and what motivates you. This is also an opportunity for you to learn more about Rovio and the specifics of the role.
- Final round: There will be two separate interviews so we can get a clear overview of your skills and how you would fit with our working culture. During one interview, you will be invited to meet a member of the game team. In the other interview you will meet with stakeholders from the Player Support team.
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We welcome applicants to use the name they want to be addressed by in the application form, regardless of whether it is their legal name.
At Rovio, we are also committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our working environment and job application procedures. We make all reasonable accommodations for persons with disabilities or who otherwise need support to thrive in the workplace. We are committed to continuously improving workplace accessibility. If you have any questions before applying, please write to us at recruitment@rovio.com.