• Investigating and delivering prompt, quality responses to players' questions • Providing valuable feedback to our developers • Deliver excellent customer support to players • Assist internal teams with project-related requests • Play a crucial role in gathering and delivering player feedback • Maintain accurate and detailed reports • Ensure prompt escalation of issues • Contribute to smoother support processes with personalized macros • Manage your time effectively to meet players' needs • Master the gameplay knowledge of our products to serve players better

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote. • Proactively address project issues with teams and Project Manager to prevent disruptions. • Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date. • Serve as an escalation point for client's customer issues. • Train, coach shift leads, and conduct weekly one-on-one coaching sessions. • Provide appropriate positive recognition and disciplinary warnings. • Manage vacation requests, monitor attendance, and address lateness or absences. • Monitor and manage ticket databases to ensure project KPIs and SLAs are met. • Regularly review daily reports to identify and resolve anomalies. • Create CRM/tool views for enhanced visibility and reporting. • Good understanding of Player Support tools and processes, key support metrics, and how to apply them. • Ability to read/interpret reports. • Maintain awareness of project status and provide regular reports to Operations Manager. • Conduct regular quality control checks, identifying coaching opportunities within project processes. • Create CRM/tool views for enhanced visibility and reporting. • Develop training materials and assist in identifying areas for training material enhancement.

Customer Service Associate Location: Mesa, AZ Full Time Customer Experience Entry Level FCP Euro is hiring a Customer Service Associate for our service center in Mesa, AZ. Customer Service is at the heart of FCP Euro. It's been a part of our core values since day one, and we continue to live and breathe it every day. This position is responsible for researching answers and responding to customer inquiries while upholding our industry-leading standard of service. FCP Euro is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to make European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on. At FCP Euro, we exist to empower owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle. Responsibilities and Duties - Fielding and responding to customer service inquiries predominantly via phone, email, and live chat, and providing technical automotive support as needed - Assisting customers with pre- and post-purchase questions, including order fulfillment, order modifications, order status, carrier claims, and order error support. - Adhering to customer inquiry audit criteria as outlined by our Customer Service Quality program - Meeting and exceeding all individual goals and KPIs (key performance indicators) - Consistent commitment to exceeding customer expectations through empathy and a solution-focused approach - Following all departmental Standard Operating Procedures, such as requesting refunds, documenting all customer interactions, etc. - Ability to attend on-site orientation in Mesa, AZ, for the first 30-45 days of training Qualifications and Skills - 2+ years of prior experience in a contact center environment. - Experience performing in an environment where KPIs are tracked, such as - Calls per hour - Schedule Adherence - Quality Assurance Score - CSAT - High school diploma or equivalent required. Formal post-secondary education, such as an Associate’s, Bachelor’s, or equivalent degree, is a plus. - Strong oral and written communication skills - Advanced proficiency in multiple computer systems & applications to research and resolve problems - Ability to control multiple priorities in a fast-paced environment - Strong attention to detail while maintaining a high degree of accuracy - Automotive knowledge/experience preferred but not required Compensation - $20/hr - $24/hr depending on experience - Quarterly bonus opportunity of up to $750 Benefits and Perks - Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution. - 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time, plus Company Holidays - 401k with Company deposit and match. - Discounted prices on our catalog of European car parts! Schedule The start date is June 15th. FCP Euro operates on Eastern Time (ET), which means schedules will shift mid-year to align with Arizona’s Mountain Standard Time (MST). The shifts listed below are shown in MST and reflect the adjusted start times based on the time of year. After a 6-week on-site onboarding, Monday-Friday from 6 AM - 3 PM MST, we have positions available in each of the following shifts: - 8 AM / 9 AM - 5 PM / 6 PM MST - Thursday and Sunday Off - 9 AM / 10 AM - 6 PM / 7 PM MST - Thursday and Sunday Off The role is remote-eligible upon successful completion of training and based on adherence to performance standards. We ask team members to come to the office for quarterly company meetings and other in-person working sessions. No phone calls or agency referrals, please. FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law

Role Description This is a full-time Customer Success & Support position. You will primarily be responsible for helping customers solve operational and technical problems through our ticketing system, while also building strong long-term relationships with customers using Warehance to run their businesses. This role sits at the intersection of: - customer support - operations - technical troubleshooting - product feedback - customer education On a Daily Basis, You'll Be Responsible For: - Responding to customer support tickets - Troubleshooting operational and technical issues - Investigating root causes instead of giving surface-level answers - Helping customers understand how to best use Warehance - Communicating clearly and professionally during stressful situations - Escalating bugs and technical issues to engineering - Reproducing reported issues with accuracy and detail - Collaborating closely with engineering and operations teams - Continuously learning how warehouses, fulfillment, shipping, and inventory systems work On a Weekly and Monthly Basis, You'll Be Responsible For: - Identifying recurring customer pain points - Helping improve documentation and internal processes - Contributing product feedback and workflow improvement ideas - Assisting with onboarding and customer education where needed - Helping us improve response quality, not just response speed - Becoming increasingly knowledgeable about warehouse operations and ecommerce logistics Qualifications - You are an excellent communicator - You genuinely enjoy helping people solve problems - You stay calm and thoughtful under pressure - You are highly organized and detail-oriented - You are curious and naturally investigative - You are comfortable learning technical systems and workflows - You take ownership of problems instead of waiting for instructions - You can explain complicated topics clearly and simply - You are comfortable working remotely and managing your own time responsibly - You appreciate balancing professionalism with personality and humanity - Bonus points if you have experience with: - ecommerce - warehouse operations - shipping/logistics - Shopify or other ecommerce platforms - SaaS customer support - technical troubleshooting - ticketing systems Requirements Success in this role is not measured by how quickly you close tickets. It's measured by: - how effectively you solve problems - how much customers trust you - how clearly you communicate - how much knowledge you build over time - how much you improve the experience for customers and teammates We care deeply about long-term customer relationships. Benefits - Remote-first work environment - Flexible paid time off - Direct impact on product and customer experience - Fast-moving, collaborative team - Opportunity to grow alongside the company - Exposure to real operational businesses and complex systems - Competitive compensation based on experience Please mention the word CRAFT when applying so we know you read the posting carefully.