Customer Support / Localisation Specialist, Hutch Games
More information about location
2+ days a week in office
Mobile game developer
Open for applications
Mobile game developer
101-200 employees
Open for applications
More information about location
2+ days a week in office
101-200 employees
Company mission
To build the most diverse and engaged automotive gaming community on mobile.
Role
Who you are
- We're looking for someone who is passionate about cars, games, and helping players get the most from our titles
- Previous experience in customer support or community management role in the tech or games industry
- Bi-lingual in any of the following languages (written and spoken) - German, Italian, Russian, Chinese, Korean
- Knowledge of helpdesk CRM systems (helpshift, zendesk or similar)
- Demonstrable communication skills (excellent written English)
- Problem solving
- Attention to detail and accuracy
- Willingness to work one day at the weekend
Desirable
- Racing genre gaming fan: PC, Console and especially Mobile
- Familiarity with performance analytics
- Strong mathematical skills
What the job involves
- Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way
- Hutch is looking for an experienced Customer Support/Localisation Specialist to join the team on an initial 6 month contract
- Reporting to the Player Support Manager, the role will mainly focus on Customer Support, interacting with VIP players, helping supervise vendor managed agents, localisation and ad hoc tasks
- Respond promptly and professionally to customer enquiries
- Handle and resolve customer complaints
- Perform and record customer refunds where appropriate
- Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers
- Provide feedback on the efficiency of the customer service process
- Being the first point of contact for VIP players via our CRM system
- Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them
- Monitor the customer base for new VIP customer potential
- Localisation of presets and FAQ articles
- Localisation quality assurance as organised by the localisation manager
- Work alongside game teams to plan and execute in game events and promotions
- Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams
- Respond to player reviews on platform app stores (iOS/Android)
Salary benchmarks
Our take
The gaming industry is ever-growing, with more and more consumers looking to find the game for them, and the expansion in genres for mobile gaming has created room for specialist developers to thrive. Hutch Games is one such developer, specialising in creating free-to-play racing games for mobile.
Hutch Games was founded in 2011, by developers who were frustrated with working in big game development studios and wanted to make games for the players. Recognising that there were few definitive racing games on mobile, the company has operated with a focus on “cracking cars on mobile” which has led it to be a leading developer and publisher of mobile racing games.
In 2020, Hutch Games was acquired by MTG, a Swedish holding company hoping to diversify its “GamingCo” offerings. The acquisition allows Hutch to “take the company and games to the next level”, towards its goal of growing the racing genre on mobile.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Feb 2017
$5.5m
SERIES A
Total funding: $5.5m
Company benefits
- Hutch is a 4-Day Work Week company
- Flexible working hours
- Remote working 2 days per week
- Excellent salary
- Private health care
- Enhanced Maternity (18 weeks) and Paternity leave (6 weeks)
- Access to mental health initiatives such as private mental health coaching
- Support to learn, develop and progress within Hutch
- Free snacks and drinks
- Social events, game launch parties, Thursday night drinks and much more
Company HQ
London, UK
Leadership
Shaun Rutland
(Co-Founder & Executive Chair)Vast experience in games production with roles at Wheel, Lionhead Studios, and Sony.
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