Player Support Analyst III

Overview

Remote
On Site
Hybrid
BASED ON EXPERIENCE
Contract - Independent
Contract - W2
Contract - 12+ mo(s)

Skills

Collaboration
Workflow
Process Engineering
Workflow Optimization
Operational Excellence
Customization
Knowledge Management
Software Management
Routing
Global Operations
Customer Support
Management
Communication
Critical Thinking
Creative Problem Solving
SANS
FOCUS
Professional Services
Genetics
Law
Privacy
Artificial Intelligence

Job Details

Client: Riot Games
Website:
Compensation: $51.74-$61.90/Hour
Location: 100% Remote
Duration: 12 month contract

Player Support strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes our values in every experience we provide. And within Player Support, the Trust & Safety team is dedicated to making it safer to be a player and keeping our ecosystem healthy. As the Player Support Analyst III, Trust & Safety, you will be responsible for developing and scaling our support model for processing appeals and investigating reports. This will involve continuously defining and operationalizing the strategy for our Trust & Safety Support Model, along with handling and improving the escalations and sensitive ticket operations functions for Trust & Safety.

Responsibilities:

  • Design and drive the relevant support vision and strategy for the Trust & Safety Operations team, and collaborate with stakeholders in Scaled Operations, Partner Operations, Product & Tech, and more to make this vision a reality

  • Improve and scale existing T&S operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks

  • Define and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the T&S player journey

  • Input to weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels

  • Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners

  • Oversee the configuration, customization, and maintenance of our T&S Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules.

  • Work with Trust & Safety Producers to manage, prioritize, and scope tooling requirements and improvements

  • Set up processes to identify, track, and escalate trends, emerging issues, and process or policy gaps and opportunities

  • Handle T&S escalations processes, ensuring timely and accurate responses as well as identifying gaps and trends

  • Manage sensitive ticket operations, such as child safety and extremist group activity

Required Qualifications:

  • 5+ years of Trust & Safety global operations management experience

  • Experience working with Third Party Tech in an operations environment

  • Experience with and knowledge of customer support tools and functions

  • Experience in identifying, managing, and implementing operational improvement initiatives

  • Strong communication and critical thinking skills

  • Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges

  • Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments

  • Ability to check your own bias at the door and make fair, consistent decisions in line with T&S policies

Desired Qualifications:

  • Experience working in Tech and/or the Gaming Industry

Our benefits package includes:
  • Comprehensive medical benefits
  • Competitive pay
  • 401(k) retirement plan
  • and much more!


About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

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About INSPYR Solutions