Customer Care Agent (English and Spanish)

Job Description

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent (English and Spanish) to support our players worldwide and ensure high-quality, timely resolution of customer requests. This role is key in maintaining player satisfaction and service quality across multiple live projects, including Disney Magic Kingdoms, Dragons Mania Legends, and Minion Rush.

Qualifications

What it means on a daily basis

• Handle customer requests via tickets, with potential phone support, in English and Spanish
• Investigate and resolve issues using internal tools and knowledge bases
• Track, document, and follow up on cases until full resolution
• Escalate complex or technical cases to relevant teams when needed
• Identify recurring issues and contribute to improving support processes and templates

What success will look like

• Fast and accurate resolution of customer cases with a strong focus on quality
• High level of customer satisfaction and service consistency
• Effective workload management and strong prioritization skills
• Active contribution to improving support workflows and reducing recurring issues

Who you would be working with

You will work closely with the the Customer Care team, Lead Customer Care Agents, and Responsible Agents to ensure excellent support for our players.

Your recruitment journey

• Recruiter interview
• Test
• Team interview with Hiring Manager Language Speaker in English and Spanish

Where this role can take you

This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.

WHAT YOU NEED TO SUCCEED

• Fluent English (written and spoken) + Ukrainian proficiency
• Upper-Intermediate or Advanced level of Spanish is required;
• Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)
• Ability to manage workload, prioritize tasks, and work effectively under pressure

WHO YOU ARE

• Strong communication, empathy, and customer-oriented mindset
• Problem-solving skills with ownership and responsibility for outcomes
• Calm, organized, and proactive approach in stressful situations