Escalations Specialist with English

Player Support is looking for someone who is focused on solving complicated cases, guiding cross‑team work, improving tools and processes, and sharing insights that prevent future problems. If that’s you, we’re all ears.

This is what you would be expected to do:

• Resolve complex and executive‑level escalations, providing clear investigations and quick resolutions
• Analyze patterns, find underlying issues, and create solutions that improve long‑term quality
• Develop needed knowledge resources such as know-how or training to close skill or process gaps
• Partner with other departments using clear reports and insights to solve shared challenges
• Test new tools, processes, or features early and give fast feedback to improve them
• Build smart business cases to help prioritize work that depends on external teams
• Executive escalations and communications
• Support internal research, help improve workplace processes, and give presentations when needed
• Reference: MTjCMtXeaLGHZp0YufPS9PK3lHMPtuYXSksjKNfns3w0af2lFQBvKfg0EJNOqKa-

What we're looking for in your core skills and experience:

• C1 English language level
• Communicates clearly, explains complex points simply, and writes in a clean, neutral tone
• Critical thinking and root cause analysis
• Basic skills in data analysis, knowledge management, documentation, and training
• Professional behavior through smart tool use, prompt meetings, and well‑organized written notes
• Understands the customer journey, supports people with care, and creates helpful experiences
• Comfortable with basic tech tools and simple project management techniques
• Nice to have: KCS, statistics and data‑focused skills

If this all sounds like you, click that apply button and let's see if it's a match!

A Little bit about us:

Player Support is a global company with an office in Belgrade, Serbia. We help video game companies build trust with players and partners by resolving player requests, improving player experiences, and supporting live game operations. This analytical role is a key contributor to creating great player experiences and driving product improvements across teams.