Bilingual Player Support Specialist (Remote)

Yodo1 Ltd; Hong Kong; On-site; HKD 240,000 - 300,000; Full time

Benefits offered by this job

Annual bonus program

Unlimited paid time off

Flexible hours

Work from anywhere in the world

Job summary

Yodo1 Ltd is seeking a Player Support Representative fluent in Chinese and English to support our Chinese and English language games across channels. You will engage with players, resolve inquiries, and help grow a positive player experience.

You will handle player inquiries across email, in-game ticketing, live chat and social media; maintain the knowledge base; collaborate with QA, dev and community teams; monitor response time, resolution rate and CSAT to meet SLA targets.

Qualifications

• Native-level Chinese and exceptional English writing and communication skills.
• Strong interest in gaming, particularly mobile gaming.
• Experience in player support and familiarity with CS tools (Zendesk, AiHelp, WeChat, etc.).
• Ability to empathize with frustrated players while staying solution-oriented.

Responsibilities

• Handle player inquiries across channels (email, in-game ticketing, live chat, social media).
• Maintain and update the player-facing knowledge base and FAQ.
• Collaborate with QA, dev, and community teams to surface recurring issues and player sentiment.
• Monitor support metrics (response time, resolution rate, CSAT) and hit SLA targets.
• Identify patterns in player feedback and contribute to product improvement proposals.

Skills

Bilingual Chinese/English

Customer service experience

Tools

Zendesk

AiHelp

WeChat

Job description

Yodo1 Ltd is seeking a Player Support Representative fluent in Chinese and English to support our Chinese and English language games across channels. You will engage with players, resolve inquiries, and help grow a positive player experience.

You will handle player inquiries across email, in-game ticketing, live chat and social media; maintain the knowledge base; collaborate with QA, dev and community teams; monitor response time, resolution rate and CSAT to meet SLA targets.