About the role

Customer Happiness Transformation Lead

Marketing

Warsaw / Rzeszow / Remote

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G2A.COM is the world's largest marketplace for digital entertainment. On our platform, over 35 million people from 180 countries have already purchased more than 145 million digital items. Why? Sellers from all over the world present a rich offering of over 125,000 digital codes for games, software, gift cards, subscriptions, DLCs, in-game items, and various digital entertainment. We are a safe marketplace, where sellers guarantee instant delivery.

What else sets us apart? G2A.COM is a place co-created by a team of around 400 exceptional experts representing 10 nationalities. Most of us work in a hybrid model, some remotely, or on-site in a chosen location. Our R&D center is in Rzeszow, we also have office in Warsaw. The company's main headquarters are in Hong Kong, with the central office in Amsterdam.

We address each other by our first name, we are supportive, and we share knowledge. We operate based on DEI values – Diversity, Equity, and Inclusion and provide extensive development opportunities – in 2025, we delivered approximately 86 development and wellbeing events. We work in a dynamically changing environment, continuously implementing and utilizing the latest technologies such as artificial intelligence (AI) or augmented reality (AR).

Our mission is to seek new opportunities, pursue continuous growth, and deliver engaging entertainment. G2A’s vision is to build and strengthen…

G2A

G2A.COM is the world's largest and most trusted marketplace for digital entertainment, where more than 35 million people from 180 countries have purchased over 145 million items. Users can choose from more than 125,000 digital offerings incl. games, DLCs, in-game items, as well as non-gaming items such as gift cards, subscriptions, software, or e-learning - sold by sellers from all over the world.

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What you'll own

Define and drive G2A's Customer Happiness strategy across the entire Customer Journey
Act as the Voice of Customer, ensuring customer insights are translated into business improvements and strategic decisions
Identify barriers and pain points across the Customer Path, and coordinate initiatives aimed at addressing them
Analyze Customer feedback, behavioural data, and Customer service insights to identify improvement opportunities and influence business priorities
Lead cross-functional cooperation and coordinate initiatives aimed at improving Customer experience
Drive initiatives aimed at improving metrics, including NPS, CSAT, CES, sentiment, Customer service, and reputation scores
Work closely with Customer Support, UX, Product and other teams to improve service standards, Customer satisfaction, and overall Customer experience
Monitor Customer review platforms, and coordinate initiatives aimed at improving Customer trust and perception
Promote Customer-centric ways of working across the organization and support the adoption of Customer-focused best practice
Develop and evolve Customer experience measurement frameworks and ensure progress is tracked through Customer and business outcomes

Benefits & perks

You can choose hybrid or even fully remote work

You'll receive the tools necessary for your work, such as a laptop or/ and a phone

We can provide your home office with ergonomic furniture and electronic devices, such as: footrests, exercise balls, chairs and lumbar supports, monitors, mousepads, laptop docking stations, mice, keyboards, and headphones

We care about the work-life balance and wellbeing of our team

We provide opportunities for you to turn your ideas into reality and we appreciate such initiatives

We support skill and knowledge development via internal and external trainings

We work according to the values of DEI: Diversity, Equity & Inclusion

We support grassroots initiatives and charities

We offer valuable benefits, such as the welcome pack, Motivizer vouchers (250 points/PLN employees can spend on a variety of services and products from known brands available on the platform), private health care, MultiSport card, the opportunity to participate in internal and external trainings…

You will receive discount codes to use on the G2A.COM sales platform so that you can enjoy the benefits of our offers and services