Player Support Analyst III

Client : Riot Games

Website : www.riotgames.com

Compensation : $51.74-$61.90 / Hour

Location : 100% Remote

Duration : 12 month contract

Player Support strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes our values in every experience we provide. And within Player Support, the Trust & Safety team is dedicated to making it safer to be a player and keeping our ecosystem healthy. As the Player Support Analyst III, Trust & Safety, you will be responsible for developing and scaling our support model for processing appeals and investigating reports. This will involve continuously defining and operationalizing the strategy for our Trust & Safety Support Model, along with handling and improving the escalations and sensitive ticket operations functions for Trust & Safety.

Responsibilities :

• Design and drive the relevant support vision and strategy for the Trust & Safety Operations team, and collaborate with stakeholders in Scaled Operations, Partner Operations, Product & Tech, and more to make this vision a reality
• Improve and scale existing T&S operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks
• Define and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the T&S player journey
• Input to weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels
• Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners
• Oversee the configuration, customization, and maintenance of our T&S Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules.
• Work with Trust & Safety Producers to manage, prioritize, and scope tooling requirements and improvements
• Set up processes to identify, track, and escalate trends, emerging issues, and process or policy gaps and opportunities
• Handle T&S escalations processes, ensuring timely and accurate responses as well as identifying gaps and trends
• Manage sensitive ticket operations, such as child safety and extremist group activity

Required Qualifications :

Desired Qualifications :

Our benefits package includes :

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