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Customer Support Associate

Full-time at Tilting Point in New York, New York

Tilting Point’s product management team is seeking a full-time Customer Support Associate to join our team in the NYC headquarters. You will act as the "face" of Tilting Point Customer Support as well as working with the Marketing, Social Media and Community teams across Tilting Point’s campaigns. Number one rule is to keep our players happy!

Your Future at Tilting Point

  • Quickly handle customer service requests in a professional manner
  • Have productive conversations with our key users to understand how they perceive the game and advocate to development teams their point of view
  • Be the go to person for critical communications with whales and highly engaged players in our games
  • Coordinate and execute player compensation
  • Become an expert for all games published by Tilting Point and our internal tools
  • Apply your knowledge to current and new Player Support projects
  • Act as the Customer Support expert and regularly communicate findings to the Deployment Operations Producer
  • Identify the most common issues based on player feedback, regularly prepare internal reports (app store reviews, escalations of high priority or frequent issues from Customer Support) and escalate issues quickly and efficiently
  • Keep an active stream of communication between the Marketing team and our communities
  • Monitor discussions and trends within fan bases on all channels in parallel with the Marketing team, including social media channels and app store pages, forums

Your XP & Skills

  • Completed degree in game design or related field
  • Strong interest in video games across all platforms with a focus on digital, mobile and free-to-play games
  • Basic understanding of core mobile game metrics (retention, DAU, etc.)
  • Ability to derive actionable insights from data analysis
  • Strong proficiency in Microsoft Excel and Powerpoint
  • Fantastic verbal and written communication skills

Location: New York, New York (Midtown Manhattan) – Please note this role is not eligible for remote location or work from home at this time.

Interested? We would love to hear from you. Just send your resume and cover letter (tell us about your passion for mobile and/or free-to-play games!) to

Juliette Dupré
Senior Manager of Talent

NOTE: Due to exceptionally high volume of response to this opportunity, we will unfortunately not able to respond to each candidate not chosen to interview. However we truly value your interest and thank each of you for your submission.

Tilting Point provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, time off, and compensation.

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