Customer Support Specialist

Cubic Games is a game development studio and part of GDEV. We have grown from a small team into a leading game development studio with more than 160 professionals. Our mission is to create unique pixel-art games, including Pixel Gun 3D, which attracts more than 3 million monthly players.

We are currently looking for a Customer Support Specialist who will serve as a key link between our development team and the player community. If you enjoy helping users, investigating complex cases, and improving support quality, this role is for you.

Responsibilities

• Handle player inquiries (support tickets, app store reviews, and messages on social platforms) and provide high-quality responses.

• Update ticket statuses, merge duplicate tickets, and escalate complex cases.

• Participate in playtests and regularly play the game.

• Monitor game changes after updates and verify that fixes are working correctly.

• Analyze bugs, player complaints, and suggestions.

• Prepare and maintain macros for common responses.

• Create and update articles for the Help Center.

• Organize and structure information, and communicate findings to the Development and QA teams.

Requirements

• At least 6 months of experience in customer support, player support, or technical support.

• Excellent written Russian.

• English proficiency at B2 level or higher.

• Understanding of mobile games and live-ops projects.

• Experience handling a high volume of inquiries and recurring issues.

• Basic understanding of game mechanics, in-game economy, and player feedback.

• Experience with helpdesk systems and tools such as Zendesk, Helpshift, AppFollow, Jira, Google Play Console, App Store Connect, or similar systems.

• Practical experience with ticket handling, including status updates, merging, and escalation.

• Strong attention to detail and the ability to structure information clearly.

Nice to Have

• Experience with Zendesk Admin Center, including triggers and automations.

• Experience using Zendesk Analytics.

• Experience setting up automations in AppFollow.

Working Conditions

• Work format: Remote or office-based in Yerevan.

• Working hours: 14:00–23:00 (Yerevan time).

• Days off: Tuesday and Wednesday.

• Official employment under the Labor Code of Armenia or a remote contract.

• 21 working days of paid vacation.

• 3 additional paid days off.

• 100% paid sick leave.

• Private health insurance in Armenia from the first day of employment.

• Opportunities for learning and professional development.

• Corporate events.

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