Player Experience Specialist

We are the makers of casual mobile hit Love & Pies, which globally launched in September 2021 and has now found its way into the hands of millions of players around the world. We’re backed by Supercell, one of the biggest and best in the industry.

‍We make games for everyone that are snackable yet nourishing — built to fit into your daily life, but with the emotional depth of your favourite TV show. Our team always comes first at Trailmix, and our culture is built on both high performance and high care — we strive to be the best versions of ourselves, but always within an environment based on inclusivity, respect and safety, no matter who you are or where you come from.

About the Role

As a Player Experience Specialist, you will be joining a small but ambitious Player Experience team at Trailmix to help create world class Player Experiences for all of our players. You will closely work with Player Experience Lead, Love & Pies Development team and Player Support team to provide exceptional support to Love & Pies players.

You will be an essential link between the Love & Pies development team, Player Support Team and its players. This opportunity is fantastic for someone with an understanding of player mindset, solution driven approach and out of the box thinking.

Responsibilities

• Manage day to day Player Support for Love & Pies by coordinating with our external Player Support team and connecting them with our development team
• Investigate and resolve escalated support tickets and triage issues as they arrive
• Raise trending issues to appropriate teams and coordinate responses to players
• Become an subject matter expert in the understanding of Love & Pies among player support, fostering a deep knowledge of game mechanics, features, updates, and player pain points.
• Gather and analyze player feedback, providing actionable insights to game teams to help them develop games that align with player preferences
• Create and maintain FAQ articles
• Keep our Player Support team up-to-date on new features and options in the app

Requirements

• Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Creative and out of the box thinking
• Strong organizational skills and attention to detail
• You will need to be proactive to identify, solve, and anticipate problems
• Passionate about providing excellent player experiences
• Love of games and mobile gaming

Benefits

• Flexible working
• Contributory Pension
• Tax advantaged Stock options
• Fully comprehensive Private Medical Care (premiums paid by Trailmix)
• 28 days Holiday (including 3 company holiday days around Christmas)
• Free drinks and snacks in the office
• Company gifts and swag
• Socials and events

Inclusive Culture

Trailmix was founded to make a positive impact on our players, our community, and our colleagues. We are committed to creating an inclusive culture, and fostering an environment where people can flourish is our priority. We think it’s vital that players see themselves represented in games, and in Love & Pies we showcase the beautiful diversity of life. Love & Pies represents the people we are and the people we love, and we’re always looking to add more people who want to design games for everyone.

‍