Responsibilities:

• Work on customer support and success problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., complex escalation workflows, customer onboarding playbooks, churn prediction and retention strategies, voice of customer synthesis, and customer health score frameworks).

• Utilize proprietary software to provide accurate input and labels to deliver high-quality data.

• Collaborate with technical staff to improve the design of efficient annotation tools.

• Interpret, analyse, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications:

• 4+ years of practical customer support or customer success experience (hands-on role in escalation management, onboarding, or account management).

• Proficiency in customer platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Gainsight, or Totango) and helpdesk ticketing systems.

• Strong empathy and judgment in evaluating complex customer journeys, churn risks, and resolution quality.

• Ability to navigate customer resources such as knowledge bases, playbooks, voice-of-customer transcripts, and health score frameworks.

• Proficiency in reading and writing informal and professional English.

• Strong communication, interpersonal, analytical, and organisational skills.

• Excellent reading comprehension and ability to exercise autonomous judgment with limited data.

• Passion for technological advancements and innovation in business.

Location and Other Expectations:

• Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit.

• For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables.

• Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs.

• For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time.

• We are unable to provide visa sponsorship.

• For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits:

US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process.

Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

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Responsibilities:

Serve as the first point of contact, embodying X Payments’s commitment to trust and excellence in every customer interaction. Respond to customer inquiries via phone, chat, and email with clarity, empathy, and precision, addressing issues related to login access, card usage, transaction status, transfers, and account settings. Troubleshoot complex customer issues, guiding users through solutions and educating them on product features, policies, and processes. Handle disputes and fraud claims with accuracy, capturing critical details and escalating to appropriate teams when necessary. Document all interactions thoroughly in our CRM system, ensuring timely follow-up and resolution. Proactively identify and flag technical or recurring issues to internal teams (Product, Risk, Compliance) to drive platform improvements. Stay up-to-date on company policies, regulatory requirements, and platform updates to provide accurate and compliant information. Meet performance metrics, including average handle time, first contact resolution, and customer satisfaction (CSAT) targets. Uphold a positive brand experience, even in high-pressure situations, while maintaining vigilance when handling sensitive information and escalating suspicious activity per protocols. Contribute insights to shape a scalable, customer-focused support model that maximises satisfaction and operational efficiency.

Basic Qualifications:

2+ years of experience in customer support, ideally in fintech, banking, or a fast-paced digital environment. Proven experience managing customer interactions via phone, chat, and email in a support or contact centre setting. Exceptional verbal and written communication skills, with a focus on clarity, tone, and professionalism. Strong problem-solving skills and attention to detail, with the ability to balance empathy with policy adherence. Proficiency in navigating support platforms such as ACD systems, ticketing tools, CRMs, and knowledge bases. Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability for urgent situations.

Preferred Skills and Experience:

Familiarity with financial services, debit/credit cards, mobile apps, or payment platforms. A strong sense of ownership, with enthusiasm for resolving complex customer issues and driving continuous improvement. A passion for problem-solving and enhancing customer experiences through creative solutions. High energy and a proactive attitude to deliver results in a dynamic, fast-paced environment. A sense of humour and adaptability to thrive in a rapidly evolving fintech landscape.

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Responsibilities: Work on customer support and success problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., complex escalation workflows, customer onboarding playbooks, churn prediction and retention strategies, voice of customer synthesis, and customer health score frameworks). Utilize proprietary software to provide accurate input and labels to deliver high-quality data. Collaborate with technical staff to improve the design of efficient annotation tools. Interpret, analyze, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications: 4+ years of practical customer support or customer success experience (hands-on role in escalation management, onboarding, or account management). Proficiency in customer platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Gainsight, or Totango) and helpdesk ticketing systems. Strong empathy and judgment in evaluating complex customer journeys, churn risks, and resolution quality. Ability to navigate customer resources such as knowledge bases, playbooks, voice-of-customer transcripts, and health score frameworks. Proficiency in reading and writing informal and professional English. Strong communication, interpersonal, analytical, and organizational skills. Excellent reading comprehension and ability to exercise autonomous judgment with limited data. Passion for technological advancements and innovation in business.

Location and Other Expectations: Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit. For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables. Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs. For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time. We are unable to provide visa sponsorship. For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits: US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process. Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

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What are we looking for?

We're looking for a PE Agent with excellent communication skills, flexibility to adapt to various situations and player needs, and accountability and reliability in handling player inquiries and issues. You should have mastery in C1-C2 level language proficiency, with English at B2 level or higher, and experience in supporting a live chat environment.

Responsibilities:

• Deliver excellent customer support to players
• Investigate and resolve player inquiries promptly through ticketing, email, or chat
• Assist internal teams with project-related requests, ensuring smooth collaboration
• Play a crucial role in gathering and delivering player feedback according to established procedures
• Provide translations when required to ensure seamless communication
• Maintain accurate and detailed reports to keep processes streamlined
• Ensure prompt escalation of issues following established procedures
• Contribute to smoother support processes with personalized macros and knowledge base
• Play a part in maintaining high-quality standards through the QC process

Requirements:

• Mastery in C1-C2 level language proficiency, with English at B2 level or higher
• Excellent communication skills for effective player support
• Flexibility to adapt to various situations and player needs
• Accountability and reliability in handling player inquiries and issues
• Proactivity in identifying and addressing player concerns proactively
• Proficiency in navigating knowledge bases for efficient support
• Basic troubleshooting skills to assist players with technical challenges
• Availability for full-time work, including weekends and holidays, and on different time zones as needed
• Able to work onsite for an indefinite period (role will eventually transition to WFH)
• Previous BPO experience supporting a live chat environment (plus if you have experience handling 3 chat concurrencies) - must have!
• You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.
• Familiarity in PC and console platforms is an advantage!

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

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As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.

What are we looking for?

Our PE Agent has a knack for the following skills:

Communication: Deliver excellent customer support to players. Investigate and resolve player inquiries promptly through ticketing, email, or chat. Assist internal teams with project-related requests, ensuring smooth collaboration. Play a crucial role in gathering and delivering player feedback according to established procedures. Provide translations when required to ensure seamless communication.

Analytics: Maintain accurate and detailed reports to keep processes streamlined. Ensure prompt escalation of issues following established procedures. Contribute to smoother support processes with personalized macros and knowledge base. Play a part in maintaining high-quality standards through the QC process.

Leadership: Take part in valuable training sessions to enhance your skills and knowledge. Manage your time effectively and responsibly to meet players' needs.

Business: Master the gameplay knowledge of our products to serve players better. Familiarity with Helpshift/Zendesk or other CRM tools for seamless support. Knowledge of macros customization for streamlined responses. Experience with MS Office or Google Suite apps for documentation.

Requirements

You'd be a great fit for this role if you have:

Mastery in C1-C2 level language proficiency, with English at B2 level or higher. Excellent communication skills for effective player support. Flexibility to adapt to various situations and player needs. Accountability and reliability in handling player inquiries and issues. Proactivity in identifying and addressing player concerns proactively. Proficiency in navigating knowledge bases for efficient support. Basic troubleshooting skills to assist players with technical challenges. Availability for full-time work, including weekends and holidays, and on different time zones as needed.

Nice-to-haves:

Previous Customer Service experience or any relevant experience in a BPO setting. You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - this could be an asset. You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Benefits:

Non-taxable Allowances. HMO and Life Insurance. Paid Time Offs. Annual Wellness Subsidy.

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