Customer Service - Senior Player Support Specialist (Contract)

What You Will Do:

Manage and resolve escalated issues within specific modules (including game systems, content, quality assurance, payments, account management, compliance, etc.), particularly those requiring in-depth technical or knowledge-based support
Provide daily support and technical consultation to the collaborative team, ensuring they can efficiently address player issues and needs
Monitor and compile common issues reported by players and assist in maintaining the internal knowledge base for the support team
Identify areas for optimization and potential risks in workflows, assisting the team in improving processes to enhance the overall efficiency and service quality of the player support team
Assist in risk identification and mitigation, flagging potential compliance, quality, or operational risks

What We Are Looking For:

3-5 years of advanced customer service experience in gaming/tech industries, with proven cases in end-to-end support design
Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred)
Strong cross-functional project management skills, demonstrated ability to lead complex process optimization initiatives from conception to execution
Passionate about the gaming & tech industry. Extensive experience with HoYoverse products is a strong plus
Fluent in English (knowledge of Mandarin, Japanese, Korean and any other languages is a plus, but not required)
Exceptional written and verbal communication skills; ability to present findings to both technical and non-technical audiences

See also