QA Support Specialist

Remote

Full-time

Support

Hey there, support champions 🚀 We’re on the lookout for a Support Team QA Specialist to take our customer service to the next level. If you’re a QA whizz who loves creating and optimizing processes, this is your chance to shine! You’ll be building our QA system from the scratch, using tools like Playvox and Scorebuddy, and collaborating with various teams to ensure that every customer interaction meets our high standards.

📍 What to do

Develop the QA system from scratch: Create monitoring forms and quality standards for customer interactions
Integrate and calibrate these forms using specialized tools (e.g., Playvox, Scorebuddy, MaestroQA)
Establish clear ticket review processes, including frequency, selection criteria, and feedback methods for support agents
Conduct regular audits: Review tickets and chats to ensure adherence to quality standards
Analyze errors and identify common issues in agent performance (e.g., lack of empathy, insufficient accuracy)
Prepare recommendations for updating the website, knowledge base, and training materials
Provide feedback and coaching: Offer constructive feedback to each agent, conduct training sessions, and create development plans in cooperation with Team Leads
Maintain and update tags, macros, and templates to ensure consistency and relevance
Collaborate with Support Team Leads on training programs and with other teams (e.g., CRM, product) to improve customer interactions at all stages

🦸 Your superpowers

2-3 years of experience in customer support or a similar QA role
Strong understanding of customer service best practices and quality audit methodologies
Ability to develop, implement, and optimize QA processes from scratch
Comfortable working with data (Google Sheets/Excel, reporting tools) to analyze performance and trends
Excellent skills in providing clear, constructive feedback and coaching to support agents
Fluent in English (C1). Knowledge of Spanish is a bonus point!

🍪 Team perks

Totally remote work from wherever you grind. Into coworking? We’ve got your back
Flex schedule with no time tracking because our goal is results
Work gear on us, get the tech you need
Half-year bonus Twice a year every mojamer receives a sweet bonus as a nod to our shared achievements
Health buffs: compensation for sports and mental health, paid sick leaves, and 18 days for vacation
Skill boosts: we cover training, certs, UA and ENG classes, and pro tips from our top mojamers
Day-offs and gifts on important dates that you choose yourself (birthday, work anniversary, child’s birth, wedding)
Anti-Blackout perk with a budget to purchase the necessary equipment for comfortable work even during power outages.
A squad of PRO&BROs to craft epic gaming worlds with!

Let’s add more jam together! 🚀

About company

We work in different countries of the world and develop our own products for gamers, which are among the top largest and most successful projects in their segment in the world. Tens of thousands of people from all over the world use our services every day.

In 2015, we launched our first project — a gaming community and entertainment service for Counter-Strike: Global Offensive players. It entered the top 3 in its segment and provided us with an opportunity for further development of the company.

In 2019, we launched the second product, which in 2 years entered the world top-3 in the same segment. At the end of 2021, we launched the third project and there will be more. We want to grow further, so we are always looking for cool professionals to join our team.

Active users

1.3M

Help to Ukraine, in $

300

Partner bloggers

168

Countries worldwide

500

Promo videos monthly

Why is it cool with us?

At our company, we highly value our people. We believe that it is essential for everyone to find enjoyment in their work and life, to continuously learn and develop new skills, and to have access to a comfortable and conducive environment that supports their creativity.

You will have the opportunity to make an impact on products that are used by millions of people

You will get a team of real bros, care, respect and open communication

You will have access to and implement cutting edge technologies and tools, and implement them

You will join a thriving market and be able to change the future

You will have defined goals, a clear direction of progress and structured processes

Focus on achieving goals, not tracking tasks or counting hours worked

The benefits you will have joining us

Home Office

If you are comfortable working from home, then you can spend $150 on furnishing your workplace.

Equipment

If you can't find something you like in our equipment base, we will provide up to $2,000 to purchase it.

Coworking Compensation

Each teammate, regardless of the term of work, is given $250 per month to pay for the co-working space.

Taxes and accounting

We fully compensate taxes and help with management and consultation of your individual entrepreneurship.

Half-year bonus

We want to give credit to all mojamers for their contribution to the development of MOJAM, so every 6 months everybody will receive a bonus.

Mental Health Support Bonus

We care about your mental health, we also compensate 50% of the cost of sessions with a specialist.

Budget for Ukrainian

Speaking Ukrainian is amazing and we want to do it properly. So we compensate 50% of the course cost.

Budget for English

If you need to improve your English, we will compensate 50% of the cost of classes per month.

Education

We always strive to implement something new in our work, so we compensate from 50% to 100% of the trainings cost.

Vacation

You will have 18 days of paid vacation and the opportunity to carry over 10 days from last year.

Sick Leave

We are against working through fatigue and super effort, so you will have 15 days of paid sick leave.

Extraordinary Leave

We always support each other and freely give extra holidays to such occasions as: wedding, birth of a child, unforeseen events, etc.

Budget for sport

We care for the health of the teammates, so you can also use $50 a month to pay for sport activities.

Corporate activities

We want to relax as well as we work, so we host CS:GO tournaments, quizzes, lectures and other great events.

Birthday Day Off

Everyone gets one bonus day off to celebrate the special day.

Recommendation bonus

We appreciate when teammates recommend their friends, so you can get a cool bonus for doing so.

Relocation

Sometimes life throws challenges our way, but we’re always ready to help you overcome them. We offer financial support ranging from $1,500 to $3,000 for relocation within Ukraine or abroad.

Anti-Blackout

Having trouble with power outages affecting your work? You can use up to $1500 to set up a comfortable and uninterrupted workspace.

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