Player Support Specialist (8‑month FTC) Barcelona, Spain

We are looking for a

Player Support Specialist to join our Outsourcing team, focusing on Player Support services. The role serves as the primary supervisor and point of accountability for outsourced Player Support operations, ensuring high-quality service delivery, performance management, and collaboration between King and external partners.

Responsibilities

Supervise outsourced Player Support operations, ensuring high-quality service delivery across first‑line and second‑line (senior agents).

Maintain a deep understanding of Player Support requirements and quality standards, translating them into clear expectations for vendors.

Act as the key intermediary between Player Support teams and outsourcing partner, ensuring clear communication, alignment, and fast issue resolution.

Proactively identify, mitigate, and resolve operational issues, minimizing disruption to Player Support.

Own performance monitoring and management, including KPIs and SLAs, ensuring targets are met and driving corrective actions when needed.

Provide structured feedback to outsourcing partner, ensuring agreed actions are implemented and followed through.

Facilitate service reviews (weekly, monthly, quarterly), driving performance discussions and continuous improvement actions.

Act as a bridge between stakeholders, facilitating communication, prioritization,



and alignment of requests and deliverables.

Conduct and support quality monitoring activities, including quality evaluations, CSAT analysis, side‑by‑side evaluations, and participation in calibration sessions.

Facilitate operational meetings between Player Support and the outsourced team (e.g., second‑line agents), ensuring clarity on priorities and task distribution.

Identify continuous improvement opportunities across service delivery, quality, and efficiency, and drive implementation of solutions.

Act as an ambassador for King, continuously striving to improve the player experience.

Skills & Qualifications

Proven experience working with outsourced service providers, ideally within Player Support or Customer Support environments.

Strong understanding of KPIs, SLAs, quality frameworks, and CSAT metrics.

Ability to deliver clear, constructive feedback and coaching to external partners.

Excellent communication and stakeholder management skills, with the ability to navigate between multiple teams.

Highly organized, reliable, and proactive, with strong ownership mindset.

Strong analytical and problem‑solving skills, with a focus on continuous improvement.

Ability to work independently in a fast‑paced environment while collaborating effectively with cross‑functional teams.

Excellent written and verbal communication skills in English.

📌 Player Support Specialist, Outsourcing (Game Services) (Madrid)
🏢 King
📍 Madrid