Customer Success Agent II

2K in Vegas is hiring a Customer Success Associate II to handle complex customer service cases for video game products, including VIP and time-sensitive requests. The role focuses on advanced troubleshooting, incident ownership, and improving the customer experience through cross-team collaboration and special projects. This position also mentors Tier I associates and contributes to process and knowledge base improvements.

• Provide timely, accurate, respectful follow-up to customer questions and issues to maintain high customer satisfaction.
• Troubleshoot and resolve sophisticated technical issues on PC, Sony consoles, and Microsoft consoles.
• Respond to VIP customer inquiries and manage time-sensitive requests professionally.
• Act as an escalation point for Tier I associates by providing guidance and support on complex issues.
• Take ownership of customer service incidents through resolution and follow-up.
• Perform user-generated content moderation for various titles to ensure compliance with company guidelines.
• Collaborate with internal departments to address customer concerns and improve service delivery.
• Assist with special projects such as mobile soft launches, knowledge base updates, and customer feedback analysis.
• Identify areas for improvement, propose solutions, and help implement process and experience enhancements.
• Provide guidance, support, and training to less experienced team members and help mediate minor team disagreements.

• 3–5+ years of experience in customer service or a related role.
• Experience supporting video games or related products, with a proven ability to resolve issues of varying complexity.
• Demonstrated ability to troubleshoot and resolve sophisticated technical issues.
• Ability to operate independently while managing multiple priorities effectively.
• Strong communication skills for working professionally across teams and departments.
• Leadership experience mentoring junior team members and contributing to continuous improvement.
• Ability to prioritize tasks, complete deliverables on time, and minimize errors.
• Understanding of key stages of project/product development (planning, execution, delivery) and adherence to policies, standards, and legal requirements.

• Location: Vegas (as stated in the posting).
• Employment type: At-will employment (except where prohibited by state legislation).
• Accommodations: Reasonable accommodations provided in accordance with ADA and applicable laws.
• EEO: Equal Opportunity Employer; committed to an inclusive, non-discriminatory workplace.