Customer Care Agent (English and German)

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: 955 / 287

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 Customer Care Agent supporting players of Disney Dreamlight Valley in English and German. The agent will handle tickets, investigate issues, and escalate complex cases while contributing to process improvements. Success requires fast, accurate resolution and high customer satisfaction. The position offers remote work, competitive salary, and benefits like medical insurance and parental leave. Fluency in English and German, plus Ukrainian proficiency, is required.

Job Complexity

Easy Hard

AI Insight The role requires bilingual proficiency (English and German) and strong problem-solving skills, but is entry-level for customer support, making it moderately challenging.

Salary Analysis

AI Insight The offered salary is not specified, but based on the US market for bilingual customer care roles, the median is around $38,000. This is competitive for remote positions in the gaming industry.

Key Skills

Customer Support Bilingual German English Ticketing Systems CRM Problem Solving Communication Empathy Gaming Industry

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Care Agent position at Gameloft. With fluency in English and German, combined with my experience in customer support, I am confident in my ability to deliver high-quality service to players of Disney Dreamlight Valley.

In my previous role, I handled ticketing systems, resolved complex issues, and maintained high customer satisfaction. I am adept at managing multiple tasks under pressure and collaborating with teams to improve processes.

I am particularly drawn to this opportunity because of my passion for gaming and my desire to contribute to a global company. I look forward to the possibility of joining your team and helping enhance player experiences.

Sincerely,
[Your Name]

Possible Interview Questions

How would you handle a frustrated player who has been waiting for a response for several days?

I would apologize for the delay, empathize with their frustration, and assure them I will prioritize their issue. I would then investigate the case thoroughly, provide a clear update, and follow up until resolved.

Describe a time you had to manage multiple customer requests simultaneously. How did you prioritize?

In my previous role, I used a ticketing system to categorize issues by urgency and complexity. I addressed high-priority cases first while setting clear expectations for others, ensuring all customers received timely updates.

How would you go about identifying recurring issues and suggesting process improvements?

I would analyze ticket data to spot patterns, then collaborate with the team to create new templates or knowledge base articles. I would also propose workflow changes to reduce repeat issues.

Can you provide an example of a complex technical issue you resolved?

Once, a player couldn't access their account due to a sync error. I gathered details, escalated to the technical team, and provided a workaround while keeping the player informed. The issue was resolved within 24 hours.

Why do you want to work in the gaming industry, specifically for Gameloft?

I am passionate about gaming and appreciate Gameloft's reputation for creating engaging experiences. I want to contribute to a team that values player satisfaction and offers growth opportunities in a global environment.

Job Description

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent (English and German) 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 on the Disney Dreamlight Valley project.

Qualifications

What it means on a daily basis

Handle customer requests via tickets in English and German
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 German

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 German 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

At Gameloft 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 >