Customer Support Specialist

Why TREAT?

TREAT is a rapidly growing gaming startup pioneering the Play-to-Impact model. By combining gamification and genuine animal welfare, TREAT allows pet lovers worldwide to co-own and care for real dogs and cats in need—like a real-life "Tamagotchi." TREAT players have already earned over 18,000,000 treats, meals, and toys for shelter animals. Our mission is to positively impact millions of lives by entertaining millions of players.


Who Are You?

You’re proactive, curious, and quick to take initiative. You thrive in dynamic environments and don’t wait for instructions to act—you see a problem and move to solve it. You’re empathetic, love interacting with people, and can put yourself in a player's shoes. You’re comfortable balancing the need to move fast with the importance of being accurate and thoughtful. You're tech-savvy, highly technically oriented, great at spotting patterns, and not afraid to dive into bugs and collaborate across teams to make things better. You're also a true pet lover—especially dogs—and you feel deeply connected to the cause of animal welfare and the mission of helping shelter animals.


About the Role:

As our Customer Support Specialist, you will be crucial in nurturing strong relationships between TREAT and our community. You’ll serve as the primary point of contact, providing prompt, professional support and ensuring customer satisfaction through effective problem-solving. This dynamic role requires proactive engagement, a passion for action, and direct collaboration with our product and development teams to reproduce bugs, create detailed bug reports, and drive solutions forward.


Responsibilities:



Proactively respond to customer inquiries across email, chat, and other communication platforms.


Reproduce bugs, investigate user issues, open bug tickets for the R&D team, and help prioritize issues based on user impact.


Take initiative and be proactive to ensure the user's voice is heard and accessible across the team.


Guide and assist customers with account-related queries, technical troubleshooting, and gameplay strategies.


Address customer complaints and issues swiftly, aiming for first-contact resolution whenever possible.


Accurately document customer interactions and feedback in our CRM system.
Collaborate closely with technical and product teams to reproduce, document, and escalate bugs.


Stay consistently informed about game updates, features, promotions, and events to provide accurate and timely information.


Identify trends in recurring issues, proactively suggesting improvements to enhance the customer experience.


Uphold and enforce company policies, always delivering outstanding customer service.


Contribute to an inclusive, collaborative team environment, sharing knowledge and implementing best practices.


Requirements:



Proactive mindset, highly organized, and confident taking initiative and ownership of responsibilities.

Bachelor’s degree.


Excellent written and verbal communication skills in English (American English preferred).

Genuine passion for pets demonstrated through personal experience caring for animals or involvement with animal shelters.


Strong typing and multitasking abilities, thriving in a fast-paced environment.


Demonstrated problem-solving skills with a customer-first mindset.


High technical orientation and ability to understand and investigate app functionality and bugs.


Proven ability to remain calm, professional, and solution-focused under pressure.


Flexibility to work overtime, evenings, weekends, and holidays as required.








Advantages:



Previous experience in a startup environment, particularly in the gaming industry.


Familiarity with gaming culture and community engagement.


Experience with Jira/Confluence.


Additional Information:

Location: Remote


Work Schedule: Sunday to Thursday, 2:30 PM – 11:30 PM Philippines time (aligning with Israel working hours).


Join us to help shape an exciting and impactful gaming experience!