• Act as a subject matter expert on supported titles, maintaining a deep understanding of game mechanics to provide high-tier guidance and troubleshooting. • Support incident response and sensitive situations with sound judgment and discretion. • Identify emerging community trends, risks, and recurring issues. • Communicate insights and observations clearly to internal stakeholders to support proactive decision-making. • Manage social media and community platforms (e.g., Discord, X, Facebook) in line with platform guidelines, community standards, and company policies. • Actively engage with community members to encourage constructive dialogue and positive participation. • Respond to community inquiries, concerns, and reports with professionalism and empathy. • Accurately assess user-generated content, distinguishing humor, sarcasm, criticism, and genuine policy violations. • Maintain a safe, inclusive, and respectful community environment that supports player trust and brand reputation. • Ensure alignment with company policies and community governance standards.

• 90% of your time will be dedicated to frontline work across multiple channels -- Diagnosing problems, explaining next steps, and helping customers move forward with confidence. • 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth.

• Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (Salesforce) • Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA • Manage order modifications, cancellations, and backlog or backorder communication • Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability • Initiate and track RMA (Return Merchandise Authorization) requests through resolution • Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations • Keep customers and sales informed through the process • Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy • Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal • Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations • Liaise with Finance on credit holds, billing issues, and payment term questions • Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life

• Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (Salesforce) • Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA • Manage order modifications, cancellations, and backlog or backorder communication • Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability • Initiate and track RMA (Return Merchandise Authorization) requests through resolution • Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations • Keep customers and sales informed through the process • Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy • Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal • Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations • Liaise with Finance on credit holds, billing issues, and payment term questions • Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life