English Customer Support

As English Customer Support at Embark, you will be tasked with maintaining the epicenter of support and information for our game by handling high priority support cases, working closely with an offsite team of agents, and managing a library of help section articles which will serve as the first point of contact for players and as the scaffolding for our support agents.

You will also act as a bridge between the offsite customer support agents and the game, QA, and game team. Your knowledge of our game will be rivaled by none and you will work on the front lines for improving and innovating the player service experience.

You may have a set of tasks, but once the game is live, you understand that you might experience something new every single day. You come prepared by expecting the unexpected.

Who are you?
A generalist ready to take on any number of tasks with a focus on providing our players with top quality service in everything you do. You know and love the game and you understand that our players are passionate and important. You advocate for them internally and ensure that they are well taken care of in every way possible. You are patient and kind, an eternal problem solver, and a champion for our players. Oh, and you thrive in the chaos of a live-service game!

What will you do?

- Resolve escalated issues within customer support and community: when a problem is too complex or unforeseen, you will step in and create a custom solution
- Work with CS, QA and the game team to create customer-facing tutorials and walkthroughs that are consistent in tone and easy to understand despite technical complexity
- Stay in lock-step with the community team so that our messaging is
- Keep internal documentation up to date for our offsite support team.
- Assist in the curation / request of meaningful, high-quality media content to pair with technical instructions and tutorials, when necessary
- Work closely with CS and QA to identify ways to constantly improve the quality of guides, tutorials, and internal and external documentation.
- Manage the localization of guides and tutorials.


We would love it if you had:

- A native-level command of English
- An adaptive writing style that is consistent and positive in tone
- Ability to demonstrate effective written communication to assist all audience and skill levels
- Experience in customer support, particularly within the gaming industry
- Experience and enthusiasm for gaming
- A versatile working style


Additionally these would be a great bonus:

- Experience in creating multimedia assets



At Embark we offer competitive salaries, passionate colleagues to share knowledge with and much more, but most of all we invite you to take part of a journey into the unknown, to build creative, surprising and beautiful experiences together.

We welcome game makers of all sex, class, colour, age, gender identity, education, religion, opinion, culture, nation of origin, language, sexual orientation, shape, size, and ability.

Did we leave anyone out? Well, we welcome you, too! We think that the gaming industry is made better when everyone has a seat at the table.

Be yourself at Embark and make games while doing so. Please apply with confidence. We can’t wait to hear from you (in English)!

If this role doesn't quite match what you're looking for, feel free to apply to us via our " Open Application. (https://www.embark-studios.com/jobs/278181-game-maker-open-application)"