Customer Service Manager

Mattel Game Studios; Hong Kong; On-site; HKD 223,000 - 446,000; Full time

Job summary

Mattel Game Studio in Hong Kong is seeking an experienced Customer Service Specialist to join our global team supporting player inquiries and driving issue closure across multi-channel support.

You will analyze player feedback, escalate tickets, maintain knowledge base, and help train frontline staff. Proficiency in English and Chinese, familiarity with ticket systems like JIRA, and data analysis skills are valued.

Qualifications

• Bachelor's degree or above.
• Minimum 3 years of online Customer Service / Player Support experience.
• Familiar with customer service systems and ticketing knowledge bases.
• Proficiency in SQL and data analysis; ability to diagnose issues.
• Strong written and verbal communication in English and Chinese; additional languages are a plus.

Responsibilities

• VOC Analysis & Issue Closure with Dev team to identify player voice and drive closure of bugs and experience improvements.
• Escalated Ticket Handling & Investigation across account, payment, advertising, events and platform issues.
• Support basic service operations, CS quality inspection and training; help refine CS processes and tools.
• Create frontline CS training materials, player FAQs, and chatbot content; update knowledge base articles.

Skills

Bachelor's degree

3+ years CS experience

Ticket systems

SQL

Data analysis

English & Chinese

AI CS experience

Education

Bachelor's degree or above

Tools

SQL

JIRA

Job description

Mattel Game Studio is a leading game studio creating highly engaging mobile games for a global audience.

Founded in 2017 and now a wholly owned studio of Mattel, with employs nearly 300 talented people in offices across Los Angeles, Hangzhou and Hong Kong. With more than 550 million players to date, we are behind some of the highest-grossing and most engaging mobile games developed based on iconic toy IPs from Mattel as well as its own original IPs.

Join us in connecting the world through play!

What You Will Be Doing

• VOC Analysis & Issue Closure: Work closely with the Dev team to systematically analyze multi-channel player complaints, identify key player voices and common issues, and drive the escalation, follow-up, and closure of player-reported bugs and experience optimization items.
• Escalated Ticket Handling & Issue Investigation: Handle escalated tickets covering account, payment, advertising, event, and other platform issues; proactively flag and alert on anomalies or unclear issues.
• Service Operations Support: Support basic service operations functions including CS quality inspection and training; help develop and refine service processes, CS tools, and data analysis capabilities to improve overall service efficiency and experience.
• Training Materials & Knowledge Base: Based on Dev version updates and patch notes, create frontline CS training materials, player FAQs, and chatbot content; update and maintain knowledge base articles and standardized response templates.
• Issue Tracking: Track and document player-reported issues through JIRA and related tools, ensuring proper documentation, tracking, and resolution.

What We Are Looking For

• Bachelor's degree or above.
• Minimum 3 years of online Customer Service, Player Support, or related experience, preferably within the gaming, entertainment, or technology industry.
• Familiar with customer service systems, with understanding of ticket systems, knowledge bases, quality inspection, or any related module.
• Proficiency in SQL and basic log analysis; strong data analysis and problem decomposition skills; able to drive cross-team issue closure. AI tool application experience is a plus.
• Strong sense of responsibility, high execution capability, results-oriented, and adaptable to fast-paced environments.
• Excellent written and verbal communication skills in English and Chinese; additional language skills such as Spanish or German are a strong plus.
• AI customer service-related project experience is preferred.

Why Join Us

• Work on globally recognized mobile gaming titles.
• Collaborate with talented teams across Product, QA, Community, and Development.
• Opportunity to shape the player’s experience and build a world-class customer support function.
• Dynamic international work environment with strong growth and development opportunities.