Spanish Speaking Player Support Specialist About Mercier Consultancy Group Mercier Consultancy Group is one of Europe's most respected international recruitment and business process outsourcing firms, connecting multilingual talent with leading organisations across diverse industries, including Gaming & Esports, technology, finance, and customer experience.

Job Overview Mercier Consultancy Group presents an outstanding opportunity for a Spanish Speaking Player Support Specialist in Sofia, Bulgaria. The role is central to the Gaming & Esports industry, where you will serve as a trusted point of contact for Spanish‑speaking players, delivering exceptional support experiences that enhance player satisfaction and loyalty.

Key Responsibilities

Provide timely, accurate, and empathetic support to Spanish‑speaking players via live chat, email, and ticketing systems, resolving in‑game issues, account queries, and technical problems efficiently.

Assist players with account management tasks including registration, login difficulties, payment and subscription issues, and account security concerns specific to gaming platforms.

Investigate and escalate complex player complaints, bugs, or gameplay disputes to the appropriate technical or quality assurance teams within the Gaming & Esports environment.

Maintain thorough, up‑to‑date knowledge of game titles, updates, patches, events, and promotions to deliver knowledgeable and contextually relevant support.

Document all player interactions accurately within the CRM and support ticketing systems, ensuring proper logging and follow‑up for unresolved cases.

Identify recurring player pain points and communicate feedback trends to team leads and product teams to contribute to continuous improvement of the player experience.

Uphold and reinforce community guidelines and terms of service,



handling reports of inappropriate behaviour, cheating, or violations in accordance with company policy.

Collaborate closely with fellow Player Support Specialists and team leaders to meet and exceed individual and team KPIs, quality scores, and player satisfaction targets.

Requirements

Native or fluent Spanish language skills (both spoken and written) are essential.

Valid EU passport or the legal right to live and work within the European Union (mandatory).

A genuine passion for gaming, esports, or the broader interactive entertainment industry is strongly preferred.

Previous experience in customer support, player support, or a related service role is advantageous; motivated candidates from other backgrounds are welcome.

Strong written and verbal communication skills with a professional, patient, and solution‑focused approach to player interactions.

Comfortable working in a fast‑paced, on‑site team environment in Sofia, Bulgaria, with the ability to manage multiple player queries simultaneously under pressure.

Basic technical literacy and the ability to quickly learn and navigate gaming platforms, support tools, and CRM systems.

Benefits

Competitive Monthly Salary commensurate with experience and performance.

Fully Paid Training to prepare you comprehensively for your role in the Gaming & Esports support environment.

Comprehensive Health Insurance coverage from day one.

Fully Paid Relocation Package including return flight, airport transfer, and hotel accommodation to ensure a smooth transition to Bulgaria.

Monthly Performance Bonus rewarding your dedication, quality, and results.

€1,500 Signing Bonus (one‑time payment) exclusively for new hires joining Mercier Consultancy Group.

A dynamic, multicultural, and inclusive team environment within a globally recognised Gaming & Esports company.

📌 Spanish Speaking Player Support Specialist - Work In Sofia, Bulgaria (Madrid)
🏢 Mercier Consultancy MD
📍 Madrid