Customer Success Agent III

Position Summary

The Customer Success Associate III is responsible for handling the most sophisticated customer service issues, leading special projects, and serving as a key customer concern point for the team. Associates in this role are expected to take ownership of high-impact initiatives, such as product launches, process optimization, and customer experience strategies. This role requires extensive knowledge of company products and services, as well as the ability to mentor and support Tier I and II associates.

Primary Responsibilities:

• Sophisticated Customer Support and Issue Resolution
  • Handle the highest level of customer service issues, including VIP tickets, critical time-sensitive requests, and customer concerns from Tier I and II associates.
  • Troubleshoot and resolve sophisticated technical issues on PCs, Sony, and Microsoft consoles, demonstrating expert-level product knowledge.
  • Take ownership of customer service incidents, ensuring successful resolution and proactive follow-up.

• Content Moderation and Compliance
  • Perform User Generated Content Moderations for various titles, ensuring compliance with company standards and policies.
• Leadership and Mentorship
  • Serve as a primary critical issue point for Tier I and II associates, providing guidance and support to resolve adventurous issues.
  • Mentor and train Tier I and II associates, fostering their professional growth and enhancing team performance.
• Knowledge Building and Resource Development
  • Build and maintain expert-level knowledge of company products, services, and processes to serve as a resource for the team.
• Collaboration and Service Improvement
  • Collaborate with internal departments to address systemic customer concerns and drive service improvements.
• Special Projects and Process Optimization
  • Lead special projects, such as mobile soft launches, Knowledge Base updates, process optimization initiatives, and customer experience enhancements.
  • Drive team projects by finding opportunities for improvement, developing solutions, and implementing changes.

Strengths You'll Need: 

• Behavioral
  • Monitor workflows to identify risks and report them with actionable recommendations, ensuring issues are addressed early.
  • Collaborate across teams using tools like email and Slack, ensuring clear, professional, and timely communication aligned with objectives.
• Technical
  • Apply expertise to identify inefficiencies and suggest improvements that enhance workflows and productivity.
  • Resolve sophisticated issues by analyzing root causes and applying technical knowledge to deliver effective solutions.
  • Communicate effectively in ambitious situations, conduct research to address anomalies, and provide clear, accurate responses.
• Leadership
  • Guide less experienced team members by sharing knowledge, offering feedback, and fostering skill development.
  • Handle sensitive conflicts involving VIP clients with professionalism, using sophisticated resolution techniques to achieve positive outcomes.
• Strategic Influence & Business Acumen
  • Understand all stages of development, anticipate challenges, and give to smooth transitions and successful outcomes.
  • Deliver services aligned with customer needs while ensuring compliance with regulations, balancing customer focus with operational efficiency.

Required Qualifications, Knowledge, and Job-Related Skills

All qualifications, knowledge, and job-related skills from Customer Success Associate II, plus:

• At least 1-2 years of experience in customer service or a related role.
• Excellent communication skills in English to convey concepts to both technical and non-technical audiences, and to influence stakeholders.
• Exceptional attention to detail, critical thinking, and problem-solving skills, with a strong sense of ownership over assigned responsibilities.
• Proven track record to handle multiple high-priority projects in a fast-paced, dynamic environment.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.

 2K is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Employment at 2K is considered at-will, except where prohibited by state legislation. Compensation and job postings may include disclosures required under state pay transparency laws.

2K is an Equal Opportunity Employer, committed to creating an inclusive work environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.