This job listing expired on May 22, 2021
Tweet

Jackbox Games is looking for a part-time Customer Service Contractor to join our team temporarily in Chicago! (Though currently, we are all working from home.)

Who are We?

Jackbox is a small game studio (~45 people) best known for our Jackbox Party Pack franchise: a set of five social party games released every fall. Since 2014, our games--like Quiplash, Drawful, and Trivia Murder Party-- have been featured on The Tonight Show with Jimmy Fallon, by Polygon, and in living rooms and finished basements across the world.

In 2020, we had over 200 million users. And we have hard evidence that one of those users was Academy Award-winner Charlize Theron.

You can learn everything you ever wanted to know about how our games work (spoiler: your phone is the controller!) and who we are and what we make at jackboxgames.com.

What’s the Job?

We are fortunate in that we have experienced a year of extreme growth as a company. We saw a huge surge in new customers as people discovered ways to host Jackbox game nights remotely. Along with this came a surge in customer support requests and questions from people who are new to our games and needed assistance. We’ve also expanded our merchandise offerings, which has added new demand for customer service.

We are looking for a part-time Customer Service Contractor to help respond to support tickets. The Customer Service Contractor will report directly to the Customer Service Manager, but will work closely with the Quality Assurance team as well. The chief responsibility for this role will be helping ensure both established and new players are having the best experience possible with our games, as well as patiently supporting them when that experience does not meet their expectations. Our CS work hours are between 10-6 PM Central Time; however, since this position is part-time, you may be flexible with when you put in your hours (20 hrs / wk maximum). Ideally, we would like the candidate to be available for 1-3 hours on the weekend (Saturday or Sunday) at a reasonable time and depending on ticket volume, to respond to especially time-sensitive requests.

Responsibilities:

  • Help ensure that our customers receive patient, helpful, and timely support when they contact us via our support portal on Happy Fox. This will include:
    • Responding to support tickets.
    • Routing requests to other departments if their expertise is necessary.
  • Help track and document bugs and issues to relay to the quality assurance team.
  • Help track any potential issues with launches, patches, or promotions to share with Marketing.
  • Assist in changes and corrections to t-shirt and physical product orders.

Ideal Candidates Will Have...

  • At least a few years of relevant experience in customer service, or a related field using similar skills. Experience in retail, service, or hospitality is relevant!
  • Strong writing skills. You will be interfacing directly with our customers, and need to be able to communicate effectively with solid grammar and spelling skills.
  • Passion for our games and for our customers.
  • Patience. As with any customer service job, there are going to be trying support tickets and messages and we want to be realistic about that. You will need to be patient, polite, and supportive regardless of the circumstances.
  • A team player mentality. Responding to tickets will sometimes mean coordinating with other team members in other departments for their expertise and experience.
  • Strong knowledge of our games and the platforms we use. We don’t expect you to know everything right away, but a base level of familiarity with Jackbox Games as a player is important.

We should note that due to the nature of this job, you may encounter user generated content (drawings or writing) that is offensive, racist, sexist, or generally derogatory. Part of this role will involve addressing issues related to offensive user generated content and we want the person accepting this role to be aware of this in advance.

But It's Great If You Also Have…

  • Prior experience with WordPress, HappyFox, Jira (or a similar project management software) or Shopify.
  • Experience with another digital customer support-focused platform.
  • Experience with eCommerce in general.
  • The ability to talk through basic troubleshooting tips when operating one of the platforms our games run on.

We only hire clever, kind, motivated and creative people. Jackbox Games is a group effort and you must work collaboratively. Everyone here shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere.

Jackbox Games is committed to providing employment opportunities without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity, genetic information, national origin, ancestry, age, veteran status, or disability.

HOW TO APPLY

  • Your resume.
  • A cover letter that gives an example of an especially challenging customer service scenario you’ve dealt with, and how you handled it. Your cover letter does not need to be overly formal.

Thanks for your interest in Jackbox Games!

F.A.Q.

  • I'm not sure if I'm qualified. Should I apply?
    We would much rather read your application than miss out on a great candidate, so please err on the side of applying. If you are passionate about games and are a customer service aficionado, give it a shot! Worse thing that happens is you don't get the job, but we promise you're not wasting our time.
  • What if I’m too qualified and have extensive work experience?
    You should still apply. We are looking for the best candidates and if this description sounds like work you’d enjoy doing, we’d welcome your application.
  • Do I need to live in or relocate to the Chicago area for this position? No, this position can be done remotely. You will be responsible for ensuring that you have reliable Internet and a Mac or PC through which you can respond to support tickets and interface with our team.
  • Do I need to be legally eligible to work in the United States to apply for this position?
    Yes.