Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re hiring a Player Support Analyst for a fully remote contract opportunity based in Los Angeles, CA.

As the Player Support Analyst, Trust & Safety, you will be responsible for developing and scaling our support model for processing appeals and investigating reports. This will involve continuously defining and operationalizing the strategy for our Trust & Safety Support Model, along with handling and improving the escalations and sensitive ticket operations functions for Trust & Safety. This position requires working PST hours.

There is no application deadline for this role.

Player Support Analyst Responsibilities:

• Design and drive the relevant support vision and strategy for the Trust & Safety Operations team, and collaborate with stakeholders in Scaled Operations, Partner Operations, Product & Tech, and more.

• Improve and scale existing Trust & Safety operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks.

• Define and deliver on operational-level OKRs and service levels to enable operational excellence across all aspects of the Trust & Safety player journey.

• Contribute to weekly, monthly, and quarterly business reviews to foster a player-focused and operational excellence culture.

• Define, launch, and execute various strategic initiatives to enhance support responses across internal teams, customers, and partners.

• Oversee configuration, customization, and maintenance of Trust & Safety support tools, including Knowledge Management Tools, Support CRMs, and internal tools for permissions, application management, ticket routing, and automation.

• Collaborate with Trust & Safety Producers to manage, prioritize, and scope tooling requirements and improvements.

• Establish processes to identify, track, and escalate trends, emerging issues, and process or policy gaps and opportunities.

• Manage escalations processes, ensuring timely and accurate responses while identifying gaps and trends.

• Oversee sensitive ticket operations, such as child safety and extremist group activity.

Player Support Analyst Qualifications:

• 5+ years of Trust & Safety global operations management experience.

• Experience working with Third Party Tech in an operations environment.

• Knowledge of customer support tools and functions.

• Experience in identifying, managing, and implementing operational improvement initiatives.

• Strong communication and critical thinking skills.

• Demonstrated ability to address complex, multi-disciplinary challenges with creative problem solving.

• Ability to thrive in ambiguity and lead in dynamic, fast-paced environments.

• Capacity to make fair, consistent decisions aligned with Trust & Safety policies.

• Experience working in Tech and/or the Gaming Industry (preferred).

Perks & Benefits:

• Medical, Dental, and Vision Insurance.

• Life Insurance.

• 401(k) Program.

• Commuter Benefit.

• eLearning & Ongoing Training.

• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.

About Onward Search

Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing, and technology professionals. We work with our nationwide clients to continuously pipeline and fill specialized roles. As such, not all jobs contain an application deadline.

Equal Opportunity Employment

We are an equal opportunity employer. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected category. Candidates must be at least 18 years old to be considered for employment.
EOE/M/F/D/V/SO

Inclusive Hiring Practices

We’re committed to making every part of our hiring process accessible and inclusive. If you need any accommodations or adjustments to support you during the application or interview process, please contact us at inclusivehiring@onwardsearch.com.

Employment Eligibility

In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States. We are unable to support 1099 / Corp-to-Corp / Independent Contractor arrangements. All freelancers will be hired as W2 employees.

Benefits

We offer medical, dental, and vision insurance as well as a 401(k) retirement plan to all eligible full-time temporary employees. Onward Search is a drug-free workplace.

Virtual Interview Process

To help streamline the hiring process and ensure a more flexible and accessible experience for all candidates, we’ve partnered with Apriora, a virtual interviewing platform. For select job openings, you may receive an invitation to interview with Alex, our virtual interviewer, via email at alex@onwardsearch.com.

Alex will guide you through a brief set of questions to help us better understand your background and interests. The virtual interview can be completed on your own time, and your responses will be reviewed by our recruiting team as part of the screening process.

To learn more about the platform, visit Apriora’s website.

Job Seeker Scam Alert

We’ve become aware of fraudulent recruiters impersonating Onward Search representatives to collect personal or financial information from potential job seekers. Please be vigilant and always protect your information. Learn more about potential threats and how to protect yourself by visiting our job seeker scam alert page.