Support Agent

Why this role is made for you:

We are looking for a Support Agent who will be responsible for responding to and troubleshooting player inquiries and support requests via multiple channels for LBC’s games! The ideal candidate is a tireless customer-magician and mobile gamer familiar with the freemium/F2P model. The candidate is eager to learn, a great communicator, and also has a proven track record of customer service experience, and can support and fulfill the strategic objectives of a highly cross-functional organization with stakeholders in multiple countries.

This is a full-time, remote position.

A Support Agent’s impact:

• Meet customer requirements through first-contact resolution
• Confirm customer understanding of the solution and provide additional customer education as needed
• Contribute ideas to help resolve problems to better serve the customers and improve productivity
• Identifies and raises potential new issues/bugs to Player Experience team
• Participate in activities designed to improve customer satisfaction and business performance
• Solve unstructured technical issues that may require abstract thinking
• Measure and improve key player-related metrics like retention and overall player satisfaction
• Be attentive to customer needs and concerns; demonstrate empathy and tact
• Supports a positive, inclusive, and teamwork-centric work environment

Your track record includes:

• 1+ years of experience in a customer service role, ideally in mobile gaming
• Proven track record of solving customer issues and responding to support tickets promptly
• Possess a technical aptitude with smartphones
• Excellent communication skills
• Dependable, self-directed, and highly detail-oriented
• Able to adapt quickly to change
• Empathetic and tactful
• Bilingual French / Spanish / German / Brazilian-Portuguese is a big plus

$40,000 - $45,000 CAD per year.

This base salary range is specific to candidates located in British Columbia. The salary offered to the successful candidate will be determined based on factors including but not limited to skills, experience, education, qualifications, and location.

About LBC:

LBC was originally founded to develop the first AAA cannabis-themed F2P mobile game. Hempire was launched on April 20, 2017, and has been downloaded over 25M times! It has earned a 4.7 rating on the app and play stores. Building off of Hempire’s success, we are developing new exciting titles for the F2P mobile game market driven by our core values:

• Accountability: We communicate fearlessly, make educated decisions, and own our roles.
• Growth: We commit to growth professionally, personally, and collectively.
• Honesty: We engage in open, respectful dialogue, and cultivate communities.
• Passion: We give more energy than we take. We take pride and find joy in what we do!

We cultivate the freshest interactive experiences in the mobile world. From concept to publishing, our free-to-play games are 100% home-grown, an expression of our passion, commitment to quality and driven by a purpose that will be remembered forever.

We Grow Games.
We Grow Communities.
We Grow Careers.