Customer Support Representative

ABOUT YOU Join our dynamic International Support Team at Xsolla and play a pivotal role in ensuring seamless experiences for our global user base. As part of our multilingual support team, you'll have the exciting opportunity to assist gamers and partners around the world, helping resolve issues and build lasting relationships. If you're empathetic, love helping people, and enjoy problem-solving, this is your chance to contribute to the gaming industry in a meaningful way. Work alongside passionate professionals, interact with game developers, and make a real impact on the gaming community!   ABOUT US Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.   For more information, visit xsolla.com.

RESPONSIBILITIES

Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).

Provide support in English and Russian ensuring that players and partners feel heard and understood.

Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.

Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.

Monitor system performance and escalate technical issues to relevant departments.

Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.

REQUIREMENTS

Fluent in both English and Russian (spoken and written), with strong communication skills.

A natural problem-solver who enjoys helping people and providing excellent customer service.

Be willing to work a 2x2 schedule with night shifts 

Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.

Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.

Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.

Ability to work in a fast-paced environment and remain calm under pressure.

NICE TO HAVE

Prior experience in customer support roles is an advantage.

Proficiency in additional foreign languages is a bonus.

Strong team player with a proactive mindset, able to find creative solutions to user challenges.

Benefits   Convenient working tools: New Mac laptop and any other necessary equipment for your efficient work. Google Workspace, Atlassian, Jira, Slack   Professional growth: Paid professional training and attendance at specialized conferences Exchange of experience between employees within the company Opportunity for professional growth within the company and department Obtaining expertise in various areas and products of the company   More perks Possibility of flexibility working Access to the corporate library Health & dental insurance No dress code Comfortable and new office environment
The duties and responsibilities of this position may evolve over time to support the organization’s goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially. Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.
For any inquiries related to data privacy, please contact: [email removed]
Explore more opportunities at: https://xsolla.com/careers