Associate / Senior Associate, Game Operations (Customer Service and AI)

Game Companies; Singapore; Presencial; SGD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Game Companies is seeking a qualified Customer Support professional to create, optimize and maintain AI agents on our inhouse CRM platform, and to lead the deployment of AI-driven solutions for customer service operations.

You will collaborate with technical teams to integrate AI into workflows, monitor AI agent performance using ticket data, and work to improve CSAT, first reply time, and first-contact resolution. Experience in email or ticket-based support is a plus.

Formación

• Experience in email or ticket-based customer support is advantageous.
• Excellent written communication with good grammar and clarity.
• Strong analytical, problem-solving and project management skills.
• Process-oriented mindset to spot workflow gaps and suggest improvements.
• Able to work independently in a fast-paced environment.

Responsabilidades

• Create, optimize and maintain AI agents on an inhouse CRM platform
• Lead the deployment of AI-driven solutions for customer service operations
• Collaborate with technical teams to integrate AI solutions into workflows
• Monitor performance of AI agents using customer ticket data and metrics
• Improve CSAT, first reply time and first-contact resolution
• Investigate, troubleshoot, and resolve customer issues following established workflows and/or policies
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems

Conocimientos

Customer support

Analytical thinking

Project management

Proactive

Communication skills

Educación

Bachelor's Degree or above

Herramientas

AI tools

CRM platforms

Ticketing systems

Descripción del empleo

• Create, optimize and maintain AI agents on an inhouse CRM platform
• Lead the deployment of AI-driven solutions for customer service operations
• Collaborate with technical teams to integrate AI solutions into new or existing workflows
• Monitor performance of AI agents using customer ticket data and metrics
• Improve customer service related metrics such as CSAT score, first reply time and first-contact resolution
• Investigate, troubleshoot, and efficiently resolve customer issues following established workflows and/or policies
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems

Customer Support

5+ years

Operations Management

Responsibilities

• Create, optimize and maintain AI agents on an inhouse CRM platform
• Lead the deployment of AI-driven solutions for customer service operations
• Collaborate with technical teams to integrate AI solutions into new or existing workflows
• Monitor performance of AI agents using customer ticket data and metrics
• Improve customer service related metrics such as CSAT score, first reply time and first-contact resolution
• Investigate, troubleshoot, and efficiently resolve customer issues following established workflows and/or policies
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems

Requirements

• Bachelor's Degree or above from a reputable university
• Excellent written communication skills, including good grammar and clarity
• Strong analytical, problem-solving and project management skills
• Process-oriented mindset, with the ability to spot workflow gaps and suggest practical improvements
• Proactive and able to work independently
• Comfortable adapting to a fast-paced working environment
• Familiarity and experience with AI tools are preferred
• Proven experience in email or ticket-based customer support is an advantage