At Twin Harbour Interactive we strive to develop high-quality strategy games and make them accessible for all players around the world. In our eyes game development is a promise for fun and entertainment – that’s what we live and aim for!
As a Customer Support Agent (f/m/x) for our games you are the face of the game team towards the community – and the voice of the players within the team. Your mission is to help our players with all problems and questions that may come up while playing our games, communicating on different channels like e-mail and our internal ticket system. You will also relay these reports to stakeholders in the respective game teams, thereby ensuring player-oriented decisions in product strategy and development.
Handling a wide range of support requests via asynchronous chat, from gameplay and account issues to complex payment topics
Filtering and consolidating player feedback to provide the production teams with insights
Ensure cross-team awareness of new and persisting issues and bugs
You have 1-2 years of experience in Customer Support or Community Management, ideally within the video games industry
You are open-minded, friendly, and thrive in a collaborative environment
A passion for video games and being a gamer yourself helps you connect with our community
High levels of self-organization and motivation
Professional fluency in English, both written and verbal, is essential for our international team
You are open-minded and eager to learn
Fluency in an additional language is an advantage
Previous experience with Helpshift or similar support tools
Our strength lies in our diversity. With over 30 nationalities represented across our two locations, we’re united by a shared passion for strategy games and a bold vision for the future. We celebrate what makes each of us unique – our perspectives, our stories, and the paths that led us here.
Whether you're crafting code from a harbor-view desk in Hamburg or fine-tuning design details under the Maltese sun, we support flexible hybrid work models that empower you to do your best work – wherever you are.
At Twin Harbour, your journey matters. Our Career Path Framework and mentorship culture provide the clarity and feedback you need to take the next step – whether you’re deepening your expertise or branching into new disciplines. We invest in your growth with language courses, e-learning platforms, and support for conferences and training.
We believe that great teams are built on trust, respect, and good humor. From game nights to casual drinks, quiz nights, and karaoke, we don’t just work together – we connect, play, and support each other like a true crew.
Twin Harbour Interactive is a global strategy game powerhouse, shaping the future of long-term multiplayer gaming. With offices in Hamburg and Malta, we design strategy games that bring people together – across borders and generations.
Whether you’re an expert tactician or an imaginative world-builder, there’s a place here for you to grow, thrive, and leave your mark.
Customer Support Agent • Hamburg, Germany
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