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Customer Service Agent--Remote (TH-M, 2-7 PM)

November 14, 2025

FlowPlay is a dynamic game studio located in the heart of Seattle that has been creating community-focused virtual worlds since 2007, with a large global player base and multiple game worlds that span mobile and desktop platforms. FlowPlay has built an incredible team over the years, with an average employee tenure of over 8 years. As we continue to grow and innovate, we're excited to offer new opportunities for career advancement within our organization. We're currently seeking a part-time Customer Service Concierge to join our Social Casino team and help us deliver unparalleled service to our valued players. What you’ll do: On our Social Casino team, you will have a unique opportunity to learn about our games, use a wide variety of tools, and hone your customer service skills. As the first line of contact for our players, we represent the company and the games; you will advocate for the players’ experience and give a voice to their concerns. We're looking for individuals who are passionate about helping others, excel at problem-solving, and find fulfillment in creating positive outcomes for our customers. As a Customer Service Concierge, you'll have the opportunity to make a tangible impact on our operations and our players' experiences. You'll work closely with the rest of the team to turn negatives into positives as you seek the best solution for our customers, both internal and external. This is a remote position open to candidates located anywhere in the United States. Please note that due to regulations, we are unable to consider applicants based outside of the U.S. at this time. About the Role: The Customer Service Concierge at FlowPlay is a part-time, remote position responsible for providing real-time support to players of our social casino platforms via chat using Zendesk. This role requires proficiency in Zendesk or a similar customer support management tool, excellent written communication skills, quick problem-solving abilities, and a commitment to player satisfaction. The person in this role will serve as a friendly and efficient frontline representative of FlowPlay, addressing immediate player concerns and ensuring a positive gaming experience. The schedule for this role is Thursday-Monday 2pm-7pm PST (25hrs/wk). Key Responsibilities: - Respond promptly and professionally to player support inquiries via chat, phone, and email contacts in Zendesk - Communicate effectively, both written and verbally, to ensure smooth resolution of various customer issues and to address a range of player questions and concerns regarding game mechanics and features - Work collaboratively with other support specialists to resolve customer questions and concerns - Handle time-sensitive player complaints about in-game interactions and conduct - Document all player interactions accurately within the Zendesk system - Use Zendesk's knowledge base to quickly access and provide accurate information to players - Escalate complex issues to appropriate teams or supervisors using Zendesk's ticket management system - Provide feedback to the team on common player issues or suggestions through Zendesk reports - Stay updated on game features and company policies to provide accurate information to players - Contribute to the maintenance and improvement of the Zendesk knowledge base - Participate in virtual team meetings and training sessions to improve service quality Performance Expectations: - Maintain high levels of player satisfaction through efficient and effective real-time problem resolution - Meet or exceed targets for chat response times and resolution rates as measured by Zendesk analytics - Demonstrate thorough knowledge of FlowPlay's games, policies, and Zendesk functionalities - Consistently provide clear, concise, and friendly written communication to players - Show initiative in identifying and suggesting improvements to the chat support process using Zendesk insights Required Skills and Competencies: Technical skills: - Proficiency in Zendesk/ similar CRM or ability to quickly learn and master the platform - Familiarity with customer service chat platforms - Basic troubleshooting skills for common technical issues - Fast typing speed and accuracy for real-time chat communication Soft skills: - Excellent written communication skills with attention to grammar and tone - Strong problem-solving and decision-making abilities - Ability to multitask and handle multiple chat conversations simultaneously - Patience and empathy when dealing with frustrated players - Ability to remain calm and professional in challenging situations Additional skills (preferred but not required): - Experience with social casino or online gaming platforms - Knowledge of responsible gaming practices - Familiarity with chat etiquette and best practices Other Requirements: - High school diploma or equivalent - Previous customer service experience, preferably in online chat support using Zendesk - Ability to work flexible part-time hours, including evenings and weekends as needed - Strong interest in gaming and understanding of player perspectives - Reliable internet connection and quiet work environment for remote work - Comfortable working independently in a virtual team setting Join the FlowPlay team! At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy. Compensation will be a range of $16-20 per hour, depending on experience. This is a part-time role, and does not qualify for medical benefits. We do offer 401k with a 4% match for all employees.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...