Customer Support Representative

RESPONSIBILITIES

• Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).
• Provide support in English ensuring that players and partners feel heard and understood.
• Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.
• Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.
• Monitor system performance and escalate technical issues to relevant departments.
• Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.

REQUIREMENTS

• Fluent in English (spoken and written), with strong communication skills.
• A natural problem-solver who enjoys helping people and providing excellent customer service.
• Ability to work across three shifts (day, evening, and night) to support our 24/7 operations.
• Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.
• Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.
• Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.
• Ability to work in a fast-paced environment and remain calm under pressure.

PREFERRED

• Prior experience in customer support roles is an advantage.
• Proficiency in additional foreign languages is a bonus.
• Strong team player with a proactive mindset, able to find creative solutions to user challenges.

New Mac laptop and any other necessary equipment for your efficient work.

Google Workspace, Atlassian, Jira, Slack

Paid professional training and attendance at specialized conferences.

Exchange of experience between employees within the company.

Opportunity for professional growth within the company and department.

Obtaining expertise in various areas and products of the company.

Possibility of flexibility working.

Access to the corporate library.

Health & dental insurance.

No dress code.

Comfortable and new office environment.

Xsolla is a global video game commerce company with a robust and powerful set of tools and services designed specifically for the video game industry. Since its founding in 2005, Xsolla has helped thousands of game developers and publishers of all sizes fund, market, launch and monetize their games globally and across multiple platforms. As an innovative leader in in-game commerce, Xsolla’s mission is to solve the inherent complexities of global distribution, marketing, and monetization to help our partners reach more geographies, generate more revenue and create relationships with gamers worldwide. Xsolla is headquartered and incorporated in Los Angeles, California, with offices in Berlin, Seoul, and cities worldwide. Xsolla supports major gaming titles like Valve, Twitch, Roblox, Ubisoft, Epic Games, Take-Two, KRAFTON, Nexters, NetEase, Playstudios, Playrix, miHoYo, and more.

The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.

The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (“PDPA”), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to careers@xsolla.com.