Player Support Specialist

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Player Support Specialist

23.11.2022 Player Experience Permanent Open position Apply here
Our Rovio Marketing function is looking for a Player Support Specialist. You play a key role in facilitating communication between game teams and our players. You will collaborate closely with different stakeholders and manage Player Support projects that align with our strategy. Within this role, a successful Player Support Specialist will act as the voice of our players, providing players with experiences that drive deeper engagement and higher retention, both through working directly with players and developers and as a champion of the craft across the studio. 

The PS team is currently distributed over two sites: Finland and Sweden. We are working in hybrid mode, where we work some days from the office and some days from home. The frequency of how often you work from the office will depend on the nature of your tasks (e.g., meeting stakeholders in person) and your preference. In addition, there will also be travel required to collaborate within the team and manage stakeholders.

Please submit both your CV as well as a cover letter.

How you will spend your time:

  • Work closely with the game lead, product marketing manager, and other PX team members to align and plan around overall player experience, player communication, and specific events around the game
  • Manage circular communication of knowledge regarding bugs, UX and the roadmap between developers and players. Assist backlog prioritisation, especially related to game design, based on player feedback
  • Ensure that the game’s health is always known within the team and provide proactive input on the impact of game changes on player experience
  • Represent players within the game team to contribute to continuous improvement of the game KPIs
  • Be the driving force that ensures that games incorporate fair play and player safety best practices
  • Support other team members in crafting strategies for player-facing activities
  • Manage our support partners in both day-to-day operations and with a view to long-term sustained excellence
  • Provide timely and routine player-centric qualitative & quantitative reports to the game team from player support contacts 
  • Collaborate with UXR to conduct surveys, research, and gather feedback from the community on issues significantly impacting experience
  • Understand industry trends in PX and how they relate to Rovio games so that we can anticipate and plan for future needs by bringing proactive improvements and solutions to relevant roadmaps

Who we think will do great in this role has:

  • Ability to process, analyze and efficiently communicate complex ideas in relatable terms with different stakeholders and players
  • Well-versed working with Player Support tools, methodologies, and processes
  • Understands the fundamentals of marketing, community management, game design & production, analytics, business and project management
  • Understands the impact of player experience and Player Support operations on game and business KPIs 
  • Project management experience (highly regarded!)
  • Proven Player Support experience in a similar role, either at a game studio or a Player Support service provider
  • Skilled to work in multicultural environments, be empathic, culturally aware and has strong conflict management skills
  • A passion for player experience and Player Support, in particular,
  • A proactive drive to improve the craft, our ways of working and yourself
  • Exceptional verbal and written English skills

We’d love if you have some of these:

  • A passion for gaming
  • SQL knowledge to run queries 
  • Understanding of SDKs and APIs 
  • Knowledge of moderation tooling and best practices

  • Please note that there is no one “perfect” candidate and we don’t expect applicants to meet 100% of the qualifications. If this position resonates with you, we hope you will apply even if you don't believe you tick all the boxes. You may be the person we’re looking for!

Recruitment process:

  • First meeting: You will meet the TA Partner to get acquainted and learn more about Rovio and the specifics of the role
  • Call with a Hiring manager: We will dive deeper into your skills and background, and also discuss what motivates you
  • Assignment related to Player Support scenarios
  • Final round: There will be two separate interviews so we can get a clear overview of your skills and how you would fit with our working culture. During one interview, you will be invited to meet a member of the game team. In the other interview, you will meet with senior stakeholders outside the Player Support and game team.

About the Marketing Function 

Mixing the world-class expertise of six different crafts – Product Marketing, User Acquisition, User Experience Research, Market Intelligence, Marketing Video Production, and Player Experience, our team’s main mission is to fuel the growth of our games portfolio. Largely embedded within game teams and in close collaboration with a large variety of stakeholders, our role is to identify, anticipate and make sure to satisfy our target audiences’ needs and wants. We do this across all touchpoints – from early research on new concepts, to how we reach out to millions of players through our marketing campaigns, or to how we engage them through our social networks and other discussion platforms.

#LI-Hybrid

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