Craft:
Customer & Game Support
Job Description:
We are looking for a Player Support Specialist to join our Outsourcing team, for an 8 month FTC, focused on Player Support services. This role acts as the primary supervisor and point of accountability for outsourced Player Support operations, ensuring high-quality service delivery, strong performance management, and seamless collaboration between King and external partners.
This role is based in Barcelona.

Your Role Within Our Kingdom
- 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, and translate these 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 so

📌 Player Support Specialist, Outsourcing (Barcelona)
🏢 King Shared Services
📍 Barcelona