Craft

• Customer & Game Support Job Description: We are looking for a Player Support Specialist to join our Outsourcing team, for an 8 month FTC, focused on Player Support services.
• This role acts as the primary supervisor and point of accountability for outsourced Player Support operations, ensuring high-quality service delivery, strong performance management, and seamless collaboration between King and external partners.
• This role is based in Barcelona.
• Your Role Within Our Kingdom Supervise outsourced Player Support operations, ensuring high-quality service delivery across first-line and second-line (senior agents).
• Maintain a deep understanding of Player Support requirements and quality standards, and translate these into clear expectations for vendors.
• Act as the key intermediary between Player Support teams and outsourcing partner, ensuring clear communication, alignment, and fast issue resolution.
• Proactively identify, mitigate, and resolve operational issues, minimizing disruption to Player Support.
• Own performance monitoring and management, including KPIs and SLAs, ensuring targets are met and driving corrective actions when needed.
• Provide structured feedback to outsourcing partner, ensuring agreed actions are implemented and followed through.
• Facilitate service reviews (weekly, monthly, quarterly), driving performance discussions and continuous improvement actions.
• Act as a bridge between stakeholders, facilitating communication, prioritization, and alignment of requests and deliverables.
• Conduct and support quality monitoring activities, including quality evaluations, CSAT analysis, side-by-side evaluations, and participation in calibration sessions.
• Facilitate operational meetings between Player Support and the outsourced team (e.g., second-line agents), ensuring clarity on priorities and task distribution.
• Identify continuous improvement opportunities across service delivery, quality, and efficiency, and drive implementation of solutions.
• Act as an ambassador for King, continuously striving to improve the player experience.
• Skills to Create Thrills Proven experience working with outsourced service providers, ideally within Player Support or Customer Support environments.
• Strong understanding of KPIs, SLAs, quality frameworks, and CSAT metrics.
• Ability to deliver clear, constructive feedback and coaching to external partners.
• Excellent communication and stakeholder management skills, with the ability to navigate between multiple teams.
• Highly organized, reliable, and proactive, with strong ownership mindset.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Ability to work independently in a fast-paced environment while collaborating effectively with cross-functional teams.
• Excellent written and verbal communication skills in English.
• About King With a mission of Making the World Playful, King is a leading interactive entertainment company for the mobile world with more than 20 years of history of delivering some of the world’s most iconic games in the mobile gaming industry, including the world-famous Candy Crush franchise, as well as other mobile titles such as Farm Heroes Saga.
• King games are played by more than 200 million monthly active users.
• King, part of Microsoft (NASDAQ: MSFT), has Kingsters in Stockholm, Malmö, London, Barcelona, Berlin, Dublin, San Francisco, New York, Los Angeles and Malta.
• More information can be found at King.com or by following us on LinkedIn and @lifeatking on Instagram.
• Applicant Privacy Policy We bring moments of magic to hundreds of millions of people every single day.
• We create unforgettable games that are loved around the world.
• We take the art and science of gaming to the next level through curiosity for the unexplored, passion for games, respect for each other, and love for our players.
• Who we are King is a leading interactive entertainment company for the mobile world, with people all around the world playing one or more of our games, including franchises such as Candy Crush, Farm Heroes, Pet Rescue and Bubble Witch.
• We have 249 million monthly active users as of fourth quarter 2019 across web, social and mobile platforms.
• King was acquired by Activision Blizzard Inc. (Nasdaq ATVI) in February 2016 and operates as an independent unit of the company.
• Our passion Making great games is incredibly challenging but we’ve proven it can be done… and we see a world of possibilities ahead.
• We’re challenging ourselves to dream bigger in a Seriously Playful way.
• We’re experimenting, learning, and adapting continuously to shape the industry in ways yet to be imagined.
• We’re passionate about bringing moments of magic to our players and we’re not afraid to have fun along the way.
• Above all, we play as a team, helping each other have impact on a massive scale.
• And we’ll know we’ve outdone ourselves when we’ve inspired the world to play.
• If you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful!
• Together, we’ll create new experiences that raise the bar, delight billions of people, and redefine the world of games again and again.
• This Applicant Privacy Notice summarizes how the information you submit as a job applicant through this website will be handled and protected by King and its subsidiaries ("we" or "us") For full details regarding the types of information we may collect from you, how and why we use this information, and with whom we share this information, please see our Applicant Privacy Policy.