Customer Success Associate

Sobre el puesto

Who We Are

At 2K, we create some of the most iconic and culture-shaping video games in entertainment, including NBA® 2K, one of the top-selling franchises in the world, and legendary titles like BioShock®, Borderlands®, Mafia, Sid Meier’s Civilization®, and XCOM®, as well as fan favorites WWE® 2K, TopSpin®, and PGA TOUR® 2K. We build unforgettable experiences by pushing the boundaries of creativity, authenticity and innovation across every genre.

Our portfolio is brought to life by some of the most influential game development studios in the world. Visual Concepts, Firaxis Games, Hangar 13, Cat Daddy Games, 31st Union, Cloud Chamber, Gearbox, HB Studios, and 2K SportsLab create world-class experiences across platforms.

But what truly powers 2K is our people.

We believe the best ideas come from teams that feel empowered, supported, and inspired. As an equal opportunity employer, we are committed to fostering a diverse, inclusive workplace where people are encouraged to come as they are and do their best work.

What We Need

The Customer Success Associate I (Player Moderation) is an entry-level role dedicated to upholding community standards and ensuring a safe, fair, and inclusive environment for our gaming community. This specialized position focuses on the high-volume intake, review, and resolution of player-submitted reports regarding Code of Conduct violations (e.g., harassment, cheating, hate speech, and toxic behavior).

Because this role centers predominantly on a singular, critical objective, the daily workflow involves processing highly repetitive queues of player reports. Success requires excellent focus, strong emotional resilience, a high tolerance for routine tasks, and the ability to maintain objective judgment over prolonged periods.

What You’ll Do

Primary Responsibilities

• Report Intake & Queue Management Efficiently manage and process a continuous, high-volume queue of incoming player reports regarding behavioral and policy violations.

• Content Moderation & Evaluation Review submitted evidence including text logs, voice reports, user profiles, and behavioral data, and objectively evaluate them against the company’s established Code of Conduct

• Customer Support and Issue Resolution

• Respond promptly and professionally to customer inquiries via email, chat, or other communication channels.

• Troubleshoot and resolve basic technical issues on PCs, Sony, and Microsoft consoles, ensuring customer satisfaction.

• Escalate complex or unresolved issues to Tier II associates or management, ensuring proper follow-up.

Knowledge Building and Training

• Build foundational knowledge of company products, services, and processes to provide accurate information to customers.

• Participate in training sessions and team meetings to enhance product knowledge and customer service skills.

Documentation and Record Keeping

• Maintain detailed and accurate records of customer interactions, resolutions, and feedback.

• Collaborate with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates.

Knowledge Base Contribution

• Contribute to the development of the Knowledge Base by identifying common customer issues and suggesting content updates.

What Will Make You A Great Fit

Core Competencies

Behavioral

• Demonstrate the ability to adhere to established guidelines and procedures when addressing challenges.

• Effectively communicate progress, challenges, and outcomes related to assigned tasks.

Technical

• Possess foundational knowledge of tools, systems, and processes required for day-to-day operations. Can independently complete routine tasks with minimal supervision, ensuring accuracy and efficiency.

• Capable of interpreting and addressing straightforward customer inquiries or requests.

Leadership

• Promote a collaborative and inclusive work environment.

• Use active listening, empathy, and problem-solving skills to foster positive relationships and maintain team harmony.

Strategic Influence & Business Acumen

• Understand the fundamental stages of project or product development, including planning, execution, and delivery.

• Ensure that all actions and deliverables adhere to company policies, industry standards, and legal…