Customer Care Agent (English&Spanish)

Employment: Full-time Experience level: Mid-Senior Level Job Description WHAT YOU WILL BE WORKING ON Main challenge We are hiring a Customer Care Agent to support our gamers and ensure high-quality, timely resolution of customer requests. This role plays an important part in delivering a positive player experience, maintaining player satisfaction, and ensuring excellent service quality. 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. Qualifications 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. Qualified candidates will be invited to complete a test assessment as part of the selection process.