Customer Happiness & Safety Expert

About Star Stable Entertainment

Star Stable Entertainment was founded in 2011, sparked by a desire for a game that could make a difference. Although half of gamers are girls and women, they were under-represented in the gaming industry, both as characters and creators. We dreamed of an epic online world where tween and teen girls could share an amazing experience. And we wanted to challenge how things were done in a male-dominated industry.

The result was Star Stable Online, which has gone on to become the world’s number one horse game with over 21 million registered users across 180 countries. We’re thrilled to welcome fun-loving players to the island of Jorvik, with its breathtaking scenery, beautiful horses, and magical quests. And we’re proud to see each player's special bond with their four-legged friends and the passionate community of Star Stable players.

As of 2022, our company has 200+ employees with a female to male ratio of 54/46, unheard of in the gaming industry. Our world has expanded into the Star Stable Universe and includes books, music, animated series, and mobile apps. And we continue to champion diverse characters and narratives, encouraging our audience to be their true selves. It’s wonderful to see our dream resonate with so many players around the world, and we can’t wait to share more stories and experiences with them!

The Position

Ensuring a safe and fun player experience, by having our players' voices heard and spread within the company. You will also aim to give our players the best service to make sure players have relevant, understandable, and easily accessible information about Star Stable Online and relevant products. Working proactively to make sure we have the tools and processes in place to keep our players safe.
What we expect you to know

- Have strong and constructive communication skills both written and verbally.

- Are solution-oriented, a sharp eye for problem-solving, like to investigate and analyse problems.

- Have a good understanding of customer experience, needs, and sentiment.

- Have a collaborative mindset.

- Supporting Star stables values and beliefs and share Star Stable's passion for empowering girls in the gaming industry.

- It’s a plus if you have work experience with Zendesk.

- Willingness to ask questions to ensure players are getting the help they need.

- It’s a plus if you have experience with kids, our largest target group is young girls, who have unique needs and ways of communicating.

- Have knowledge and interest in gaming culture!

- Have a technical understanding and interest in troubleshooting and analysis


Responsibilities
- Managing responses to incoming queries escalated from the Front Line team/s (the outsourced Customer Happiness partner/s), and assist them in providing the player with the best solution to their query.
- Keeping track of ticket volume and assist 1st line with incoming queries from players if needed.
- Technical troubleshooting and help gathering information to assist with police cases or other crisis related matters
- Providing daily support of customer case management and sharing relevant information of news, changes, bugs, issues, releases etc. from across divisions internally to the Front Line team/s.
- Actively participate in meetings and other forums to ensure CH perspective is voiced.
- Keep track of our FAQ and make sure they are up to date.
- Being proactive and contributing with ideas and feedback to relevant departments to ensure the players and their experiences are heard and their safety prioritized
- Actively drive development, needs of processes and tools across divisions internally, by leading or taking part in relevant projects.
- Report bugs to the QA Team and make sure CH prioritisation of bugs is voiced in different forums.
- Act as a representative for Star Stable by supporting our beliefs and values.


Interested? This is what we can offer you:

- Flexible working opportunities.
- We’re more than 50% female-identifying! #YES to #WomenInTech!
- We’re known to throw good parties from time to time.
- We may be a big group, but we’re a tight-knit team! A diverse team of friendly, fun, and supportive co-workers from 20 different countries!
- 30 Vacation Days.
- ITP1 Insurance plan.
- Parental pay top up to 90%


Apply!

At Star Stable Entertainment, you will be a part of diverse culture with a no-crunch policy, a prioritised work-life balance, and a workforce eager to test and try new things! We are on an adventure to scale our unique impact in the world with new franchises across desktop/mobile, a long-form animation, and a licensing program all currently in development.

If you are excited about making a difference and being part of an exciting journey then we would love to hear from you!