סקירה כללית
Play Perfect is a fast-growing mobile gaming company that provides entertainment to millions of users around the world. The company is headquartered in Tel Aviv. With a team of talented and passionate developers, designers, industry experts and gamers, Play Perfect is at the forefront of creating immersive gaming experiences that engage players on a whole new level. As we continue to grow, we are looking for a Senior Support & Compliance Specialist (Escalations Specialist) to join our Support team. In this role, you will serve as a key escalation point, handling complex player cases, ensuring regulatory compliance, and supporting the team with professional guidance and problem-solving. Responsibilities * Act as the main point of contact for player escalations and manage complex cases end-to-end. * Provide guidance and support to Support Agents on escalated and sensitive issues. * Collaborate closely with internal teams (Compliance, Payments, Product, etc.) to resolve escalations efficiently. * Handle advanced financial, KYC, and compliance-related cases with high accuracy. * Analyze escalated cases to identify trends, risks, and process gaps, and drive improvements. * Ensure clear documentation and communication of escalated cases and resolutions. Requirements * 2+ years of experience in customer support, operations, or compliance, with proven experience handling escalations. * Native / Fluent level English (verbal and written). * Strong problem-solving and decision-making skills. * Highly data-oriented with a strong analytical mindset * High attention to detail and strong organizational abilities. * Customer-focused mindset with the ability to handle sensitive situations professionally. * Ability to work independently and manage multiple priorities. Advantages * Experience using Zendesk, including Explore or other CRM systems. * Fluency in Hebrew.
דרישות המשרה
* Act as the main point of contact for player escalations and manage complex cases end-to-end. * Provide guidance and support to Support Agents on escalated and sensitive issues. * Collaborate closely with internal teams (Compliance, Payments, Product, etc.) to resolve escalations efficiently. * Handle advanced financial, KYC, and compliance-related cases with high accuracy. * Analyze escalated ca
