Date: 9 Jun 2026
Location: Lisbon, PT
Company: Miniclip
Job Description
We're looking for a player-first, analytically curious Junior Support Representative who sees customer interactions as signals to understand, not just tickets to close. You'll be the internal voice of our players by spotting trends, anticipating issues early, and helping build a more empathetic, scalable support experience through automation, AI, and process optimisation.
What will you be doing at Miniclip?
Player Support & Communication
Handle player inquiries across accounts, purchases, gameplay, and technical issues with empathy, clarity, and efficiency
Adapt your communication style to players from diverse cultural backgrounds
Share information that's accurate, current, and genuinely useful - not just protocol-compliant
Trend Analysis & Critical Thinking
Go beyond resolution - spot recurring patterns, surface root causes, and turn player feedback into actionable insights for Product, QA, and Marketing
Anticipate emerging issues and trends from early signals (release notes, sentiment shifts, ticket spikes) and raise them proactively
Challenge response templates and protocols that no longer serve players, using data and feedback to propose better alternatives
Own a feedback loop between frontline support and internal teams, narrowing the gap between player reality and product decisions
AI & Process Experimentation
Use and evaluate AI-assisted tools (response suggestions, auto-tagging, sentiment analysis) to improve your workflow and player outcomes
Identify, prototype, and pitch automation or AI opportunities that reduce friction for players and agents alike
Run pilots for new support tools, giving structured feedback on what works and what doesn't
Agile Collaboration
Contribute to team retrospectives with player-facing observations and improvement suggestions
Work in an iterative, self-directed loop — test, measure, adjust, and share what you learn
Work with Support Operations to turn frontline observations into practical tooling and workflow improvements
What are we looking for?
Essential
1+ years of customer-facing experience, ideally in a tech or digital environment
Hands-on experience with automations, triggers, macros, or workflow rules in a support, CRM, or no-code tool.
Practical experience using AI-assisted tools in your work.
Analytical curiosity — you ask why players are contacting us, not just how to close the ticket
Comfort using data and observation to back up suggestions and ideas
Ability to work in a fast-paced environment while maintaining quality and critical judgment, and the confidence to challenge a process or a team when the evidence calls for it
Strong written and spoken English, with excellent communication across cultures
Familiarity with ticketing systems
Desirable
Experience in the gaming industry or passion for mobile games
Experience prompting, fine-tuning workflows around, or self-hosting AI customer-service tools
Knowledge of GDPR and data privacy fundamentals
Hands-on experience with statistics, project management, or UX research
Familiarity with Customer Experience methodologies
Basic scripting or API familiarity (a plus, not a requirement)
About Miniclip
Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.
Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.
To date, Miniclip’s studios and companies have generated more than 10.5 billion downloads, including the following games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager™, Football Rivals , Pure Sniper , Puzzle Page™, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D™, Agar.io, PowerWash Simulator, Sudoku.com™, and We Are Warriors™.
For more information, visit https://miniclip.com/
