Customer Service Representative

Here at Blok Party, we're revolutionizing tabletop gaming with our mixed reality TapTop gaming system. Mixing physical pieces with digital gameplay, our flagship product TapTop introduces a completely new way for people to come together and play games.

We recently delivered three thousand preorders to our passionate early supporters and are now looking for a Customer Service Representative (Remote) to support the needs of our growing customer base. Here at Blok Party, most of the interactions that individuals have with our company are through the support team, and we understand the importance of treating our customers not just as users of a product, but members of a community we're building. To that end, we're looking to provide a refreshing support experience for our customers - one that is quick, helpful, and personable. In this role, you will support the customer base through live chat, email, and some social media platforms and handle inquiries regarding, but not limited to, account management, device troubleshooting, order support, billing, general feedback, and more!

Responsibilities

• Respond to and resolve support tickets, working with ZohoDesk and our own backend database.
• Manage support email templates and articles in our Knowledge Base.
• Send out bi-weekly newsletters to customers using Aweber.
• Moderate social platforms and chat groups (Discord and Facebook) to interact with the community, answer questions, collect feedback and bug reports for the development team, and increase positive engagement
• Promote community guidelines to foster an inclusive, safe environment for everyone.
• Provide weekly reports to the rest of the team.

Qualifications

• 2+ years’ experience in similar roles
• A passion for gaming (i.e. Board Games, PC)
• Strong writing ability
• Personable communication skills - a desire to be helpful and provide customers with a quick and knowledgeable support experience.
• Technical experience operating support ticketing systems and navigating CRM tools.
  
• Experience communicating with content creators and software developers.
• Instinct for troubleshooting—especially when things get chaotic
• Bonus: Familiarity with moderating social media and community platforms such as Facebook, Twitter, Discord, Reddit, YouTube, and Instagram)

You're A Great Fit If..

• You are a proactive, organized, creative thinker who knows how to execute
• You're an avid board/card game player (hobby, not mass market)
• You know how to consider multiple perspectives when communicating and enjoy cross-departmental collaboration
• Dedication, Self-Discipline, and Perseverance are virtues with which you identify
• You're driven to grow and learn with the team and the company. You have goals and thrive in an environment that helps you in your pursuits!
• You’re excited for the future of social gaming, motivated to take ownership and shape how we engage and inspire our community as Blok Party expands its presence in the industry.

What We Offer

• The chance to help shape the direction of a revolutionary product that has the potential to change the way people play games and foster social connections
• Competitive healthcare benefits - Medical (95% Employees / 75% Dependents), Dental & Vision (99% Employees / 50% Dependents)
• Flexible PTO + 10 company holidays
• 100% remote company - work from anywhere!
• 45k-55k per year salary, depending on experience level