• Conceptually and technically develop new and revised insurance programs in response to emerging issues and changing commercial auto marketplace. • Provide strategic thought leadership on Commercial Auto and Commercial Umbrella lines of business. • Gauge impacts on insurance programs and provide actionable insights. • Collaborate with product strategy leaders and compliance experts. • Engage with customers and respond to their feedback. • Participate in panels and other customer forums, represent products, and prepare presentations or articles.

• Draft policy language and develop manual rules that guide insurers in issuing and rating policies. • Review laws, regulations and case law for impact on ISO products and insurer procedures. • Develop policy language and rules for major program updates that provide valuable insurance enhancements to products used by the entire insurance industry. • Review state laws and requirements and make revisions to ensure program updates are compliant and relevant in each state. • Leverage insurance expertise and researching skills to provide timely, thoughtful responses to insurer inquiries. • Develop and present items to panels of insurers on emerging trends and potential revisions. • Collaborate with all stakeholders including Product Development, Law Department, Government Relations, Actuarial, etc.

• Own the product roadmap for first-party and third-party risk management, making prioritization decisions grounded in customer research, market trends, and business impact. • Define and drive delivery of features across the full risk lifecycle: risk identification, assessment, scoring, monitoring, remediation, and vendor collaboration workflows. • Collaborate deeply with engineering, design, and QA to translate complex GRC domain requirements into clear, well-scoped product specs and user stories. • Conduct ongoing customer discovery — interviews, feedback sessions, usage data analysis — to deeply understand the problems our customers face managing both organizational and third-party risk. • Monitor product metrics, customer feedback, and usage patterns to identify areas for improvement and validate new ideas; build quick prototypes or wireframes to test hypotheses early. • Partner with go-to-market teams (sales, marketing, customer success) to ensure new features are positioned and adopted effectively in the market. • Represent Hyperproof as a subject matter expert in risk management at industry events, customer conversations, and partner discussions. • Continuously champion the needs of our users — compliance professionals, risk managers, and vendor risk teams — ensuring they remain the top priority in every product decision.

Role Description We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. - Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. - Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - Completely non-scripted problem-solving. - Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. - Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with game priorities. - Provide structured, data-backed feedback to improve client satisfaction and in-game experience. - Contribute to a feedback loop between players, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. - Proficient English language skills. Requirements - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. Company Description Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! Privacy Agreement: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Keywords Studios Applicant Privacy Notice .