Scopely is looking for a Support Knowledge Associate to join our Central Player Experience Team.

At Scopely, we are passionate about delivering exceptional player experiences and fostering strong connections within our gaming communities. We are a global team of game lovers, dedicated to developing, publishing, and innovating within the mobile games industry, reaching millions of players worldwide every day.

Our team is based in Europe and the US, working tirelessly to create captivating new experiences for our players.

What Will You Do:

The ideal candidate has a strong background in knowledge management, customer support, and gaming, with experience in analyzing and optimizing support content to enhance player experiences. As the Support Knowledge Associate, you will play a key role in shaping and maintaining the FAQs, Quick Replies, internal knowledge base, and self-service resources, ensuring they remain accurate, effective, and aligned with player needs.

As the Support Knowledge Associate, you will:

• Optimize Existing Knowledge: Continuously review and improve FAQs, Quick Replies, and internal knowledge base articles to ensure they are accurate, up-to-date, and effective.
• Analyze Knowledge Gaps:  Assess existing procedures and processes, identifying weaknesses and recommending improvements to enhance efficiency and player satisfaction.
• Contact Automation Strategy: Prioritize and automate player contacts by identifying high-volume or repetitive inquiries suitable for AI and BOT handling, improving efficiency and reducing agent workload.
• Leverage Data for Knowledge Enhancements: Utilize support data (FAQ deflection rates, Bot performance, FCR, CSAT, and resolution times) to measure effectiveness and drive data-driven updates.
• Create Knowledge for New Games:  Develop comprehensive knowledge materials for new game launches, ensuring player support teams are equipped from day one.
• Maintain & Update Live Game Knowledge:  Continuously refine game-specific knowledge for live titles, ensuring that all documentation aligns with feature updates, bug fixes, and evolving player needs.
• Ensure Consistency & Brand Voice:  Standardize messaging, tone, and structure across all knowledge content to maintain a one-voice support experience.
• Support Training & Agent Readiness:  Work with training and quality teams to ensure that agents have access to the latest and most effective knowledge resources.
• Collaborate with Product & Support Teams:  Partner with Product, Support Team and Community teams to ensure knowledge aligns with game updates and overall player support strategy.
• Integrate Knowledge with Automation & AI: Work with our PX Tech Associate on AI Journeys to enhance automation flows for improved efficiency.
• Monitor Agent Knowledge Usage:  Track how agents interact with knowledge materials, identifying areas where additional resources or training may be required.
• Audit & Improve Self-Service Content:  Ensure FAQ and Help Center materials effectively reduce ticket volume and improve first-contact resolution.
• Stay Ahead of Industry Best Practices: Research and implement best practices in knowledge management, automation, and self-service optimization to continuously enhance the support experience.

What We’re Looking For:

The ideal candidate will have:

• 2+ years of experience in knowledge management, customer support, or content optimization, preferably in the gaming industry or a tech-related field.
• Experience analyzing support data (FAQ deflection, Bot efficiency, Resolution rates, and knowledge base usage) to drive improvements.
• Ability to create, refine, and maintain player-friendly and agent-usable content, ensuring clarity, accuracy, and consistency.
• Strong analytical skills with the ability to identify knowledge gaps, trends, and areas of improvement using player and agent data.
• Familiarity with Helpshift and Confluence (or similar CRMs and knowledge management tools), with a strong grasp of self-service and automation strategies.
• Proven experience in cross-functional collaboration, working closely with Product, BPO and Community teams.
• A passion for gaming and player experience, with a deep understanding of how knowledge impacts support efficiency and player satisfaction.
• Strong written communication skills, ensuring knowledge articles are clear, concise, and engaging for both players and support teams.
• Experience in structuring knowledge for new game launches and ongoing game updates, ensuring seamless integration into the support ecosystem.
• Self-motivated, detail-oriented, and capable of handling multiple projects simultaneously in a fast-paced environment.
• Experience on training materials creation (nice to have)