Global Player Experience Lead

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 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.