{"id":1023736,"url":"https://alion.io/job/twin-harbour-interactive-customer-support-agent","title":"Customer Support Agent","company":{"id":452199,"name":"Twin Harbour Interactive","domain":"twinharbourinteractive.com","url":"https://alion.io/company/twin-harbour-interactive","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":95,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":168,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hamburg, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":71000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-16T07:10:11Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-17T11:18:40Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":30},"description":"To enhance our team we are looking for you!\nAt Twin Harbour Interactive we strive to develop high-quality strategy games and make them accessible for all players around the world. In our eyes game development is a promise for fun and entertainment - that’s what we live and aim for!\nAs a Customer Support Agent (f/m/x) for our games you are the face of the game team towards the community - and the voice of the players within the team. Your mission is to help our players with all problems and questions that may come up while playing our games, communicating on different channels like e-mail and our internal ticket system. You will also relay these reports to stakeholders in the respective game teams, thereby ensuring player-oriented decisions in product strategy and development.\nYOUR MISSION\nHandling a wide range of support requests via asynchronous chat, from gameplay and account issues to complex payment topics\n\nFiltering and consolidating player feedback to provide the production teams with insights\n\nEnsure cross-team awareness of new and persisting issues and bugs\n\nYOUR BACKSTORY\nYou have 1-2 years of experience in Customer Support or Community Management, ideally within the video games industry\n\nYou are open-minded, friendly, and thrive in a collaborative environment\n\nA passion for video games and being a gamer yourself helps you connect with our community\n\nHigh levels of self-organization and motivation\n\nProfessional fluency in English, both written and verbal, is essential for our international team\n\nYou are open-minded and eager to learn\n\nNICE TO HAVE\nFluency in an additional language is an advantage\n\nPrevious experience with Helpshift or similar support tools\n\nWhy You'll Love Working With Us\nA Global Team, A Shared Purpose\nOur strength lies in our diversity. With over 30 nationalities represented across our two locations, we’re united by a shared passion for strategy games and a bold vision for the future. We celebrate what makes each of us unique - our perspectives, our stories, and the paths that led us here.\nWork Your Way\nWhether you're crafting code from a harbor-view desk in Hamburg or fine-tuning design details under the Maltese sun, we support flexible hybrid work models that empower you to do your best work - wherever you are.\nGrow With Us\nAt Twin Harbour, your journey matters. Our Career Path Framework and mentorship culture provide the clarity and feedback you need to take the next step - whether you’re deepening your expertise or branching into new disciplines. We invest in your growth with language courses, e-learning platforms, and support for conferences and training.\nWe’re Human First\nWe believe that great teams are built on trust, respect, and good humor. From game nights to casual drinks, quiz nights, and karaoke, we don’t just work together - we connect, play, and support each other like a true crew.\nJoin Twin Harbour Interactive\nWhere Strategy Meets Vision.\nTwin Harbour Interactive is a global strategy game powerhouse, shaping the future of long-term multiplayer gaming. With offices in Hamburg and Malta, we design strategy games that bring people together - across borders and generations.\nWhether you’re an expert tactician or an imaginative world-builder, there’s a place here for you to grow, thrive, and leave your mark.","description_format":"text","description_chars":3305,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-18T09:21:31Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.831,"p_room":1,"age_days":30,"expected_fill_days":168,"reasons":["conf:14","win:early","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/twin-harbour-interactive-customer-support-agent","json_url":"https://alion.io/job/twin-harbour-interactive-customer-support-agent.json","meta":{"generated_at":"2026-10-17T14:01:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18864,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":452199},"rest":"https://alion.io/mcp/rest/get_company?id=452199"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftwin-harbour-interactive-customer-support-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftwin-harbour-interactive-customer-support-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftwin-harbour-interactive-customer-support-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/twin-harbour-interactive-customer-support-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftwin-harbour-interactive-customer-support-agent"}]}