About this role.
This role provides Portuguese-language written customer support for video game players through chat, email, and ticketing channels, with no phone support required. The representative will resolve issues such as account recovery, game information requests, and other player concerns while maintaining a high standard of service. Candidates need strong written and verbal Portuguese and English skills, multitasking ability, and flexibility in a changing support environment. The position is full-time, based in Mexico City or Estado de México, and offers statutory benefits plus additional insurance, savings, and grocery benefits after three months.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Portuguese Videogames Customer Service position. I offer strong Portuguese and English communication skills, a customer-focused mindset, and the ability to manage written player inquiries accurately across chat, email, and ticket channels.
My strengths include:
- Clear, empathetic written communication
- Efficient problem-solving and multitasking
- Adaptability in fast-changing support environments
I would welcome the opportunity to help deliver an excellent player experience while contributing to Keywords Studios' support team.
Sample interview questions
I would first acknowledge the player's frustration and collect the required account-verification details according to company policy. I would clearly explain the next steps, review available recovery options, and document the case accurately if escalation is needed.
I prioritize cases by urgency and service-level requirements, use approved templates when appropriate, and carefully review each response before sending it. I also keep concise notes so I can move between tickets without losing context.
Excellent player support means resolving issues accurately while making the player feel heard and respected. It requires empathy, clear language, ownership of the case, and realistic expectations about timelines or limitations.
I would remain calm, professional, and focused on the issue rather than reacting to the tone. I would acknowledge the concern, restate what I can do to help, follow moderation procedures, and escalate if the behavior violates policy.
I review updates promptly, ask clarifying questions when needed, and apply the new guidance consistently in my cases. I also use feedback from quality reviews to improve my accuracy and ensure players receive current information.
Keywords Studios Mexico is looking for customer service representatives for written support – NO CALLS.
POSITION SUMMARY:
Player Support communicates with with players and solves their problems, such as lost accounts or questions regarding details, and provides excellent customer service (through chats, emails and tickets).
Requirements
- Strong written and verbal communication skills in English.
- Strong written and verbal communication skills in Portuguese.
- Ability to multi-task.
- Ability to easily adapt in a constant evolution environment
- Excellent customer service skills
- Ability to actively listen to instructions and execute tasks communicated.
- Full-time availability
- High School Diploma preferred but not required.
- Living in Mexico City or Estado de Mexico.
Benefits
- Salary: $18,000.00 gross (before taxes)
- Law Benefits.
- 2 days off.
- Career path.
After 3 months:
Medical expenses insurance.
Saving funds.
Grocery tickets ($1,200)
Here you can watch some videos from our official FB account regarding this position:
https://www.facebook.com/watch/?v=612148667236746&…
https://www.facebook.com/watch/?v=570454408169826&…
https://www.facebook.com/watch/?v=1108036716785896…
PRIVACY POLICY:
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
