Customer Support Policy Coordinator

Machine Zone

Las Vegas, NV, USA

Full time

Business Development / Partnership

Mar 26

This job is no longer accepting applications.

Machine Zone (An AppLovin Company) is a global leader in mobile gaming, with a track record of delivering some of the world’s most successful mobile games including Game of WarMobile Strike and Final Fantasy XV: A New Empire. We combine the power of technology and creative vision to create experiences that connect people from all corners of the globe. Machine Zone was acquired by AppLovin in May 2020.

AppLovin is a Certified Great Place to Work, one of Inc.’s Best Workplaces and a recipient of the 2019 Glassdoor Top CEO employee’s choice award. The San Francisco Business Times and Silicon Valley Business Journal awarded AppLovin one of the Bay Area’s Best Places to Work in 2019, 2020 and 2021, and the Workplace Wellness Award in 2019 which recognizes businesses that are leaders in improving worker well-being.

Build the future of mobile games with MZ! As a global leader in mobile gaming, we're dedicated to developing games the world can't wait to experience. Games like Final Fantasy XV: A New Empire, Mobile Strike, and Game of War: Fire Age. We build massive mobile games that break down linguistic and geographic barriers by uniting an unprecedented number of global players in one gaming world. Our team pushes the boundaries of innovation in a player-driven ecosystem. As a studio, we are masters of our own destiny, untethered by the traditional publisher model. Every update and feature creates amazing experiences for millions of players! As a Policy Specialist you will be in charge of enforcing the Terms of Use, in all MZ products, and evaluating potential risk in different areas. You will need to have strong critical thinking and decision making skills, as well as an ability to see the bigger picture when making decisions. There is a strong emphasis on cross departmental communication and being able to quickly identify, evaluate, and resolve situations that may arise in various areas.

What you'll be doing:

  • You are able to come up with creative ways to track down the information needed 
  • Organizing vast amounts of information into an easily "digestible" format 
  • Handle and resolve escalations
  • Enforcing the Terms of Use by researching and taking any appropriate actions Investigating account related issues and working towards a quick resolution
  • Work with appropriate teams regarding customer refunds and payment disputes 
  • Communicating with our Legal team, as needed

Your background and who you are:

  • Minimum of 2 years experience in a Customer Support position 
  • You have a passion for investigating 
  • You have exceptional written, and verbal, communication skills and are able to convey information in a clear and concise manner 
  • You are able to use critical thinking and good judgement to take action or know when to get other departments involved 
  • Excellent attendance and punctuality 
  • Able to tackle multiple tasks at once and remain calm under pressure 
  • Exceptional organizational skills, detail-oriented problem solving approach, and adaptability to change

Bonus Points:

  • Escalation, subject matter expert, or leadership experience 
  • Mobile gaming experience


AppLovin is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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