Customer Support Agent

Customer Support Agent Apply! To enhance our team we are looking for you! At 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! As 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. YOUR MISSION Handling a wide range of support requests via asynchronous chat, from gameplay and account issues to complex payment topics Filtering and consolidating player feedback to provide the production teams with insights Ensure cross-team awareness of new and persisting issues and bugs YOUR BACKSTORY You have 1-2 years of experience in Customer Support or Community Management, ideally within the video games industry You are open-minded, friendly, and thrive in a collaborative environment A passion for video games and being a gamer yourself helps you connect with our community High levels of self-organization and motivation Professional fluency in English, both written and verbal, is essential for our international team You are open-minded and eager to learn NICE TO HAVE Fluency in an additional language is an advantage Previous experience with Helpshift or similar support tools Why You'll Love Working With Us A Global Team, A Shared Purpose Our 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. Work Your Way Whether 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. Grow With Us At 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. We’re Human First We 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. Join Twin Harbour Interactive Where Strategy Meets Vision. Twin 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. Whether you’re an expert tactician or an imaginative world-builder, there’s a place here for you to grow, thrive, and leave your mark. Locations Hamburg (St. Pauli), San Ġiljan, Malta Remote status Hybrid Studios Twin Harbour Interactive Employment contracts Full time Hamburg (St. Pauli) San Ġiljan, Malta About Twin Harbour Interactive We're on a mission to create unforgettable strategy experiences. If you're curious, collaborative, and driven by impact, we’d love to meet you. At Twin Harbour Interactive , you'll step into a creative, collaborative environment where your ideas help shape the future of long-term strategy gaming. With the agility of an indie team and the reach of a global studio, we value innovation, ownership, and bold thinking. We're a passionate, multicultural crew with a flat hierarchy and a deep love for smart game design. Whether you're coding, creating, or coordinating, you'll have the freedom to make an impact—and the support to keep growing. Expect meaningful challenges, curious minds, and a work setup that fits your needs. Our games are built using C#, JavaScript/HTML5, Java, and PHP - and always with players at the center. With studios in Hamburg’s iconic St. Pauli district and sunny San Ġiljan, Malta , you’ll enjoy inspiring views, an international vibe, and a team that loves what they do. Applicant tracking system by Teamtailor