Maple Media is seeking a community support analyst who's passionate about mobile apps and games to join our community support team, helping over 40M users and players every month have great experiences with our products. In this role, you'll be the face of our company to our users, capturing their feedback, helping save the day, and collaborating with Product, QA, Engineering and Marketing to create great experiences for our users. 

Responsibilities: 

• Become a product expert for our apps and games
• Handle technical and gameplay related support emails to help improve our user's experience 
• Reply to customer reviews on the App Store and Google Play
• Investigate bugs and work with QA / Engineering, Product and Marketing teams to help resolve issues
• Analyze and escalate new user questions, issues, or concerns
• Collect user feedback on new product and feature rollouts

Requirements:

• Minimum of 1+ years in a similar role
• BA / BS degree required
• Passionate and active user of  mobile apps & games 
• Strong desire to work hard, learn fast and have a big impact in a startup environment 
• Previous experience using customer support platform (Zendesk, Freshdesk, Salesforce Essentials)
• Tech savvy, familiar with Slack, JIRA, GSuite, Office and other modern collaboration / communication platforms
• Strong writing skills, including the ability to craft responses to users that surprise, delight and solve problems 
• Ability to understand and summarize complex technical cases quickly
• Ability to multitask, keep up with large volumes of emails in a fast-paced environment
• Superior time management and prioritization skills
• Team player
• Extreme attention to detail
• Passion for helping people
• Ability to use critical thinking and logic to isolate and resolve issues

Working at Maple Media - Perks & Benefits: 

• Unlimited vacation, paid sick days & paid holidays
• Health, dental and vision benefits
• Commuter benefits
• Kitchen fully stocked with snacks
• Dog friendly 
• Flexible dress code 
• Regular Happy Hours
• Great location in Century City, one block from Century City Westfield (restaurants, shopping, events) + weekly farmer's market 
• Company events

About Maple Media:

Founded in 2016, Maple Media is a Los Angeles and Quebec based mobile media, advertising and technology company that acquires, manages, and operates mobile apps and games. 

Maple Media's most popular apps include We Heart It, Tony Hawk's Skate Jam, Mazes & More, Puzzlerama, Snowboard Party, Skateboard Party, Blackjack 21 and Minesweeper Puzzle Bomb. 

Maple Media recently raised over $30M in funding from Shamrock Capital to continue to acquire new app companies and plans to rapidly grow in 2019. Maple Media is led by industry veterans from Google and Jam City.