Customer Service - Senior Player Support Specialist

HoYoverse; Singapore; Presencial; SGD 42.000 - 68.000; Jornada completa

Descripción de la vacante

HoYoverse is seeking a customer support professional with 3–5 years in gaming/tech to design and deliver end-to-end support, analyze operational data, and drive process improvements. The role involves coordinating with cross-functional teams to resolve high-priority issues and maintain a robust knowledge base.

Fluency in English is required, additional languages are a plus. This position requires adapting to rotating shifts to provide live-service support for players worldwide, with an emphasis

Formación

• 3–5 years of advanced customer service experience in gaming/tech industries.

Responsabilidades

• Manage and resolve escalated issues within specific modules, 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.

Conocimientos

Advanced customer service

VOC/VOE frameworks

Operational data analysis

SQL

Tableau

Cross-functional project management

Fluent in English

Herramientas

SQL

Tableau

Descripción del empleo

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.

Responsibilities

• Manage and resolve escalated issues within specific modules, 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.

Requirements

• 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.
• Ability to adapt to changing operational hours and rotating shifts to maintain exceptional live-service support for our players.