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Join a passionate, remote team at Chess.com, the world's premier chess platform, and support millions of users in their chess journey
Overview
Salary
No salary declared 😔
Location
Nomad Friendly?
Expires
Expires at anytime
Chess.com is a major player in the online gaming landscape, boasting a user base of over 100 million chess enthusiasts. As a vibrant tech and content company, we pride ourselves on a mission-driven culture, devoid of corporate constraints, and celebrate a team that is spread across 60+ countries. Our commitment is to provide an exceptional chess experience, with a focus on fostering a supportive community and continually enhancing our platform with innovative features and engaging content.
- Respond to support tickets with accuracy and speed.
- Report detected bugs and feature concerns to the appropriate teams.
- Monitor and address issues of harassment and foul-play.
- Handle a high volume of support requests professionally.
- Assess and fulfill customer needs, ensuring their satisfaction.
- Maintain comprehensive records of customer interactions and transactions.
- Communicate effectively, upholding company guidelines and policies.
- Exceed customer expectations and contribute to a positive user experience.
- Prior experience in customer support or as a client service representative.
- Strong adaptability and communication skills, capable of handling various customer personalities.
- Ability to multitask, prioritize tasks, and manage time efficiently.
- High school diploma or equivalent educational background.
- Proven teamwork skills in a fully distributed environment.
- A sense of ownership and responsibility.
- Passion for chess and a desire for continuous learning.
About Us
Chess.com is one of the largest gaming sites in the world and the #1 platform for playing, learning, and enjoying chess.
We are a team of 600+ fully remote people in 60+ countries working hard to serve the global chess community. We are here to support 100M+ chess players worldwide with the best possible product, content, and tools to serve the community!
We are a tech company. A gaming company. A content company. And we do it all with passion and commitment to the game. Above all we prize our mission-driven, flat, life-celebrating, no-corporate culture, and we look forward to meeting you and learning more about what you can bring to the team.
About You
You are thoughtful, empathetic, and understanding with the ability to guide users through problems or issues. You have extensive experience working with others to solve problems in a clear, concise, and respectful way! Your role will be to help Chess.com members solve their problems. We get thousands of support requests each day and you will need to either find their answer, or resolve their issue. You will use your own computer to login to our support system and resolve tickets. You will also be expected to help test new features and document bugs, etc. You are humble with a sense of humor and don’t take yourself too seriously. You have been working in or dreamed of working in the gaming industry and are ready to turn your talents towards chess!
What You’ll Do
- Using our ticketing system you will respond to users issues and concerns with timeliness and detail
- You will identify feature bugs or concerns and report them to relevant teams
- You will be on the lookout for harassment and foul-play
- Â Handle high amounts of incoming tickets
-  Identify and evaluate customers’ needs to deliver satisfaction
- Â Build sustainable relationships of trust through open and interactive discussion
- Â Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
- Â Keep records of customer interactions, process customer accounts, and file documents
- Â Follow communication procedures, guidelines, and policies
- Â Go the extra mile to engage customers
Preferred Skills
- Some proven customer support experience or experience as a client service representative
- Â Customer orientation and capacity to adapt/respond to different types of characters
- Â Exceptional communication and presentation skills
- Ability to multi-task, prioritize, and control time effectively
- Completed high school
- Strong collaboration and communication skills working in a fully distributed team
- Sense of ownership and responsibility
- Chess player
- Lifelong learner
About the Opportunity
- This is a full time or equivalent position
- We are 100% remote (work from anywhere!)
- This is open to applicants from anywhere!
You can learn more about us here:
- https://www.chess.com/blog/erik/how-chess-com-s-100-person-virtual-team-works-together
- https://www.chess.com/aboutÂ
We look forward to meeting you!
