Customer Support Specialist

Jakarta · Puzzleplay - Jakarta · 2-3 years experience · Hybrid · Posted Oct 20, 2026

At a glance

The Customer Support Specialist is essential for maintaining a positive relationship with our global user base and ensuring player retention.
This role is crucial for driving user satisfaction by quickly and empathetically resolving issues across multiple communication channels.
You will act as the voice of the customer, providing vital feedback to drive product improvements and uphold the integrity of our brand on public platforms.

Respond to user inquiries promptly and compassionately via email, chat, in-app messaging, and social platforms.
Troubleshoot issues with account access, reward redemptions, gameplay errors, or technical glitches—guiding users to resolution or escalating as needed.
Document and track tickets using helpdesk tools (e.g., Zendesk), ensuring accurate status updates and follow-ups.
Escalate complex or repeated issues to product or engineering teams and coordinate resolution efforts.
Identify recurring user feedback or pain points and share insights with product, UA, and engineering teams.
Help prioritise feature requests and usability improvements, contributing to our iterative development process.
Monitor App Store/Play Store reviews and social media mentions, responding diplomatically and aiming to raise ratings whenever possible.
Develop and update user-facing resources such as FAQs, help center articles, and canned responses to streamline support and empower users.
Track KPIs (e.g., response time, ticket resolution, satisfaction score), and suggest process improvements to enhance metrics.
Participate in team discussions, training sessions, and contribute to building an empathetic support culture.

2–3 years in customer support or client-facing roles, preferably in mobile apps, adtech, gaming, or SaaS.
Demonstrable experience using helpdesk tools like Zendesk or Helpshift.
Exceptional written and verbal communication; calm and clear in high-pressure scenarios.
Strong problem-solving aptitude with the ability to research and resolve technical issues.
High empathy, patient listening, and ability to build rapport with users.
Comfortable multitasking and adapting in a fast-moving environment.
Basic ability to diagnose technical issues and collaborate with engineers.
Skilled with ticketing platforms, documentation tools, and familiarity with CRM systems.
Collecting and sharing user data or feedback effectively.

Hybrid Working
20 days of remote working: Work from anywhere in the world, or use the time to cover mandatory office days to WFH, 20 days of the year.