Customer Care Agent (English and Spanish)

Remote from: Ukraine
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 7 May 2026
Apply before: 7 Jun 2026
Experience level: Senior
Views / Applies: 621 / 101

About company

About Gameloft

Our dream to offer mobile games to the entire planet through our products is about to become a reality

Computer Games
1999

Actively Hiring

AI Summary

This role is for a bilingual Customer Care Agent supporting players of major mobile games like Disney Magic Kingdoms and Minion Rush. The job involves handling tickets and potential phone support in English and Spanish, investigating issues, and improving support workflows. The ideal candidate has fluency in English and Spanish, basic digital literacy, and strong problem-solving skills. The position offers remote work, competitive salary, and benefits like paid vacation and medical insurance. This is an entry-level customer support role in the gaming industry.

Job Complexity

Easy Hard

AI Insight The job requires bilingual fluency and customer service skills, but no prior gaming or technical expertise is needed, making it moderately easy for someone with language proficiency.

Salary Analysis

AI Insight The salary is not explicitly listed, but based on market data for bilingual customer care agents in the US, the median is around $35,000. This aligns with entry-level support roles in the gaming industry.

Key Skills

Customer Service Bilingual Spanish English Ticketing Systems Problem Solving Empathy Remote Work Gaming Industry CRM

Cover Letter Sample

I am excited to apply for the Customer Care Agent position at Gameloft. With fluency in English and Spanish, I am well-equipped to support your global player base and ensure high-quality service. My experience in customer support has honed my problem-solving skills and ability to handle high-pressure situations with calm and empathy. I am eager to contribute to teams working on beloved titles like Disney Magic Kingdoms and Minion Rush. I look forward to the opportunity to bring my communication skills and dedication to your company.

Possible Interview Questions

How would you handle an angry player who is upset about a game issue?

I would first listen actively to understand their concern, apologize for the inconvenience, and assure them I will do my best to resolve it. Then I would investigate using available tools and provide a clear explanation of the solution or next steps, ensuring they feel heard and valued.

Describe a time you had to manage multiple tasks under pressure.

In my previous role, I handled up to 20 customer tickets simultaneously during peak hours. I prioritized urgent issues, used templates for common queries, and maintained clear communication to ensure all customers received timely responses. I stayed organized and calm, which helped me resolve 95% of cases within the target time.

How do you ensure accuracy when documenting customer issues?

I pay close attention to details, double-check information before submitting, and use knowledge bases to verify solutions. I also follow up with customers to confirm their issues are resolved, which helps maintain accurate records and improve future support.

Can you give an example of a time you improved a process?

I noticed our team spent a lot of time answering the same question about password resets. I proposed creating a self-help guide and a quick template, which reduced ticket volume by 15% and allowed us to focus on more complex issues.

Why do you want to work in the gaming industry?

I am passionate about games and understand the importance of player satisfaction. Working at Gameloft would allow me to combine my customer service skills with my interest in gaming, helping players enjoy their experience while contributing to a global team.

Job Description

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent (English and Spanish) to support our players worldwide and ensure high-quality, timely resolution of customer requests. This role is key in maintaining player satisfaction and service quality across multiple live projects, including Disney Magic Kingdoms, Dragons Mania Legends, and Minion Rush.

Qualifications

What it means on a daily basis

Handle customer requests via tickets, with potential phone support, in English and Spanish
Investigate and resolve issues using internal tools and knowledge bases
Track, document, and follow up on cases until full resolution
Escalate complex or technical cases to relevant teams when needed
Identify recurring issues and contribute to improving support processes and templates

What success will look like

Fast and accurate resolution of customer cases with a strong focus on quality
High level of customer satisfaction and service consistency
Effective workload management and strong prioritization skills
Active contribution to improving support workflows and reducing recurring issues

Who you would be working with

You will work closely with the the Customer Care team, Lead Customer Care Agents, and Responsible Agents to ensure excellent support for our players.

Your recruitment journey

Recruiter interview
Test
Team interview with Hiring Manager Language Speaker in English and Spanish

Where this role can take you

This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.

WHAT YOU NEED TO SUCCEED

Fluent English (written and spoken) + Ukrainian proficiency
Upper-Intermediate or Advanced level of Spanish is required;
Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)
Ability to manage workload, prioritize tasks, and work effectively under pressure

WHO YOU ARE

Strong communication, empathy, and customer-oriented mindset
Problem-solving skills with ownership and responsibility for outcomes
Calm, organized, and proactive approach in stressful situations
Ability to collaborate effectively within a team and adapt to changes

Additional Information

WHAT’S IN IT FOR YOU

Benefits

Possibility to work remotely in a global product company with talented people
Competitive salary based on your experience and skills
21 days of paid vacation, 5 paid sick days, plus national holidays
Medical insurance and access to a psychologist
Parental leave support
Access to internal learning platform (courses, trainings, certifications)
Employee Referral Program with attractive bonuses
Full technical support and equipment provided

Life at Gameloft

AtGameloft Ukraine, you’ll be joining a studio that creates games enjoyed by millions of players around the world. Our teams work closely across different disciplines to build exciting experiences for PC, consoles, and mobile platforms.

We also love staying connected beyond work — with regular social events and community activities, both remotely and at our Lviv office.

How to proceed

Please apply with your CV in English.

Apply now >