Offshore Gaming Support Specialist (24/7)

Relia Sourcing; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

Relia Sourcing is seeking an experienced Support Representative to join our offshore team in the Philippines. You will independently handle customer inquiries, troubleshoot issues, and ensure exceptional support across channels.

As the first offshore hire, you will shape team culture, mentor new members, and take on greater responsibilities as the team grows. A 24/7 shifting schedule including nights, weekends, and holidays is required.

Qualifications

• Proven track record of stable employment.
• Previous experience in Customer Support, Community Management, or a similar customer-facing role.
• Solid experience within the gaming industry is required.
• Experience handling KYC, compliance, and financial operations.
• Previous experience providing training, coaching, mentoring, or guidance to junior agents.
• Experience supporting customers through email, chat, and social media channels.
• Familiarity with customer support platforms, CRM systems, and ticketing tools.
• Strong understanding of live service games, gaming ecosystems, and virtual economies.
• Experience creating help center articles, FAQs, knowledge base content, or video tutorials.
• Knowledge of online moderation, player/community management, and conflict resolution best practices.
• Excellent written and verbal English communication skills.
• Strong technical aptitude with excellent troubleshooting and problem-solving skills.
• Highly organized with strong attention to detail and the ability to multitask in a fast-paced environment.
• Patient, empathetic, and able to remain calm under pressure.
• Comfortable working independently with minimal supervision.
• Willing to work 24/7 shifting schedules, including night shifts, weekends, and holidays.

Responsibilities

• Provide timely, professional, and empathetic support to customers via email, live chat, and social media platforms.
• Troubleshoot technical, account-related, and gameplay issues across multiple platforms.
• Escalate complex cases to the appropriate teams while ensuring proper follow-up and resolution.
• Document recurring issues, bugs, and player feedback to improve the overall customer experience and game quality.
• Stay up to date with game updates, events, features, and community trends to provide accurate information.
• Create and maintain knowledge base articles, FAQs, player guides, and other support documentation.
• Contribute to the continuous improvement of support processes and customer experience.
• Assist in mentoring and guiding future team members as the support team expands.

Skills

stable employment

Customer Support

Community Management

gaming industry experience

KYC/compliance familiarity

training/coaching/mentoring

email/chat/social media support

CRM/ticketing tools

live service games knowledge

help center content creation

online moderation/conflict resolution

English communication skills

troubleshooting & technical aptitude

multitasking in fast-paced environment

empathy and calm under pressure

independence with minimal supervision

availability for 24/7 shifts

Job description

Relia Sourcing is seeking an experienced Support Representative to join our offshore team in the Philippines. You will independently handle customer inquiries, troubleshoot issues, and ensure exceptional support across channels.

As the first offshore hire, you will shape team culture, mentor new members, and take on greater responsibilities as the team grows. A 24/7 shifting schedule including nights, weekends, and holidays is required.