Customer Experience Specialist

Job description

If you're an enthusiastic, thoughtful and empathetic person come join us. Help us sell the games and support players.

  • Based Old Street, London.

  • An opportunity to get involved with a real-world adventure game company.

  • A role for someone with strong organisational skills, so you can help out in other areas of the business.

  • 5 days per week, including one weekend day.

  • £14 to £18 per hour freelance / £22k - £28k per annum plus holidays permanent, depending on experience.

HiddenCity creates real-world adventure games for adults. Players solve clues sent to their phone on a journey through the city. They unlock secret locations, interact with people they meet, and solve challenges. Experiences are critically acclaimed, with coverage from BBC News, Time Out London, Evening Standard and more. HiddenCity partners have included The Guardian, Eastpak, and the City Of London Corporation. Customers rate HiddenCity, on average, 4.6 out of 5 stars.

There are currently nine games live which can be played every day of the week. In Moriarty's Game, for example, players challenge Sherlock Holmes' nemesis. Players’ decisions influence where they go and the outcome of the story. 

  • Be the first point of contact for customers and players.

  • Raise issues with the games to be fixed by the game support team.

  • Help with checking the physical aspects of the games and preparing props.

You'll typically work from the office where we are based, a co-working space, Impact Hub, near Old Street. You'll be part of a team of ten people at HiddenCity, most of whom are freelance. On weekends you can work remotely.

    What you’ll get:

    • Competitive pay.

    • Opportunity for career progression.

    • Experience of working with a startup in a new and growing industry.

    • Membership to Impact Hub Islington. The opportunity to get involved with community events.

    • Familiarity with business tools such as Zendesk, Trello and Slack.

    • Complimentary experiences for you and your friends.

    You'll need:

    • Modern laptop.

    • Smart phone.

    • A good internet connection, for wherever you may do remote work (e.g. on weekends).


    Who you are

    • An exceptionally confident and tactful communicator: written, in person and on the phone.

    • Highly organised. Able to manage a range of priorities and deliver within tight deadlines.

    • Adept at problem solving - expect a challenge relating to this before you join.

    • Playful. You enjoy playing games, in any form - board games, computer games, sports, they're all games.

    • Entrepreneurial. You see opportunities to improve or adapt the business.

    • Able and adept at playing the games. Part of your role involves work on the games in the city.

    Your work will be about identifying problems and delivering solutions, so expect an application process that will enable you to test your problem solving skills and demonstrate your creativity. Have fun with it.