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

Garena; Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

Garena is seeking a candidate to create, optimize, and maintain AI agents on our inhouse CRM platform. You will lead deployment of AI-driven customer service solutions and collaborate with technical teams to integrate these tools into existing workflows.

The role emphasizes monitoring agent performance, improving CSAT, first reply time, and first-contact resolution while supporting game operations tasks as needed. Strong communication and proactive, independent work style are required.

Qualifications

• Strong analytical, problem-solving and project management skills.
• Excellent written communication with good grammar and clarity.
• Process-oriented mindset with ability to spot workflow gaps and suggest improvements.
• Proactive and able to work independently in a fast-paced environment.

Responsibilities

• Create, optimize and maintain AI agents on an inhouse CRM platform.
• Lead deployment of AI-driven solutions for customer service operations.
• Collaborate with technical teams to integrate AI into workflows.
• Monitor AI agent performance using ticket data and metrics.
• Improve CSAT, first reply time and first-contact resolution.

Skills

Analytical thinking

Problem solving

Project management

Communication skills

Independence

Education

Bachelor's Degree or above

Job description

Job Description

• 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