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 Contact Support Experience for a remote contract position. This role operates on PST hours and is 100% remote.

Join our client’s Trust & Safety team, where you'll be instrumental in shaping and scaling the support model for processing appeals and investigating reports within Player Support. This role is central to ensuring a healthy and safe ecosystem for players worldwide by driving the strategy, operations, and tooling behind a world-class support experience. You’ll partner cross-functionally to improve workflows, elevate escalation handling, and lead initiatives that enhance trust and safety at every touchpoint.

There is no application deadline for this role.

Contact Support Experience 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 to make this vision a reality.

• Improve and scale existing T&S 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, enabling operational excellence across all aspects of the T&S player journey.

• Input to weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels.

• Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners.

• Oversee the configuration, customization, and maintenance of our T&S Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules.

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

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

• Handle T&S escalations processes, ensuring timely and accurate responses as well as identifying gaps and trends.

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

Contact Support Experience Qualifications:

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

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

• Experience with and knowledge of customer support tools and functions.

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

• Strong communication and critical thinking skills.

• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges.

• Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments.

• Ability to check your own bias at the door and make fair, consistent decisions in line with T&S 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.