Customer Service - Senior Player Support Specialist

HoYoverse; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HoYoverse is seeking a customer support professional in Singapore with 3–5 years of advanced experience in gaming/tech. You will manage escalated issues, provide technical guidance, and help the team deliver high-quality player support across multiple modules.

You will analyze data with VOC/VOE frameworks, coordinate with cross-functional teams, and contribute to process improvements and risk mitigation to strengthen overall service quality.

Qualifications

• 3–5 years of advanced customer service experience in gaming/tech industries.
• Expertise with VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).
• Strong cross-functional project management skills and ability to lead optimization initiatives.
• Fluent in English; Mandarin/Japanese/Korean or other languages a plus.

Responsibilities

• Manage and resolve escalated issues within specific modules (games, content, QA, payments, accounts, compliance).
• Provide daily support and technical consultation to the collaborative team to address player issues.
• Monitor and compile common issues reported by players and maintain the internal knowledge base.
• Identify optimization opportunities and risks in workflows to improve efficiency and service quality.
• Assist in risk identification and mitigation, flagging potential compliance or operational risks.

Skills

Customer service

VOC/VOE frameworks

Data analysis

SQL

Tableau

Cross-functional PM

Tools

SQL

Tableau

Job description

HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.

Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community.

Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies.

In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

When you apply to a position with HoYoverse, we will process your personal data. To learn more, please review our comprehensive Global Applicant and Candidate Privacy Policy.

What You Will Do

• Manage and resolve escalated issues within specific modules (including game systems, content, quality assurance, payments, account management, compliance, etc.), particularly those requiring in-depth technical or knowledge-based support
• Provide daily support and technical consultation to the collaborative team, ensuring they can efficiently address player issues and needs
• Monitor and compile common issues reported by players and assist in maintaining the internal knowledge base for the support team
• Identify areas for optimization and potential risks in workflows, assisting the team in improving processes to enhance the overall efficiency and service quality of the player support team
• Assist in risk identification and mitigation, flagging potential compliance, quality, or operational risks.

What We Are Looking For

• 3-5 years of advanced customer service experience in gaming/tech industries, with proven cases in end-to-end support design.
• Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).
• Strong cross-functional project management skills, demonstrated ability to lead complex process optimization initiatives from conception to execution.
• Passionate about the gaming & tech industry. Extensive experience with HoYoverse products is a strong plus.
• Fluent in English (knowledge of Mandarin, Japanese, Korean and any other languages is a plus, but not required).
• Exceptional written and verbal communication skills; ability to present findings to both technical and non-technical audiences

We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.