About this role.
This role is for a Customer Care Agent at Gameloft, providing bilingual support in English and Spanish for players of popular mobile games. The agent handles tickets, investigates issues, and escalates complex cases while maintaining high customer satisfaction. The position requires fluent English and Spanish, with Ukrainian proficiency also mentioned, and offers remote work options. The work is dynamic and involves collaboration with a dedicated support team. Success is measured by fast, accurate resolutions and process improvement.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Care Agent position at Gameloft. With fluency in English and Spanish and a passion for gaming, I have the communication skills and empathy needed to support players effectively. In my previous roles, I handled high volumes of tickets while maintaining high satisfaction scores. I am confident in my ability to investigate issues, prioritize workloads, and collaborate with the team to improve support processes. Thank you for considering my application; I look forward to the opportunity to contribute to your player experience team.
Sample interview questions
I start by quickly assessing each ticket's urgency and impact, using tools like SLAs and issue severity. If a ticket involves a payment issue or a game-breaking bug, I prioritize it immediately. For lower-priority cases, I organize them in a queue and plan my responses to ensure all customers receive timely feedback. This approach helps me manage workload while maintaining quality.
In a previous role, a customer was upset about a missing in-game item. I listened attentively, apologized for the inconvenience, and assured them I would investigate thoroughly. I kept them updated about the steps I was taking, and once the issue was resolved, I offered a goodwill gesture. The customer appreciated my transparency and ended up thanking me for the support.
I make sure to log every interaction and step in the ticketing system as I go. I use clear, concise notes that include the issue description, actions taken, and the customer's response. This ensures that if another agent needs to pick up the case, they have full context. I also review my records before closing tickets to ensure accuracy and completeness.
First, I would gather all relevant details and verify that I cannot resolve it with the available knowledge base. Then I would escalate to the appropriate team with a summary of the issue, steps already taken, and any customer-specific information. I would keep the customer informed and follow up to ensure the escalation is accepted and resolved. I believe clear communication with both the customer and internal teams is key.
I have always been passionate about games and how they bring people together. Working in customer support for a gaming company allows me to combine my problem-solving skills with my enthusiasm for gaming. I enjoy helping players have the best experience possible, and I'm excited to be part of a team that creates beloved games like Disney Magic Kingdoms and Minion Rush.
Job Description
WHAT YOU WILL BE WORKING ON
Main challenge
We are hiring a Customer Care Agent 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.
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 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 and 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.
Qualifications
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
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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