Customer Service - Senior Player Support Specialist

Hoyoverse; Singapore; On-site; SGD 56,000 - 84,000; Full time

Job summary

HoYoverse is seeking a Senior Player Support Specialist to lead escalated customer issues across game systems, content, and payments, while ensuring high-quality player experiences. You will collaborate with product and QA teams to optimize processes and knowledge bases.

The role requires 3–5 years of advanced CS in gaming/tech, strong data analysis capabilities (SQL/Tableau), and excellent communication in English.

Qualifications

• 3-5 years of advanced customer service experience in gaming/tech.
• Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).
• Strong cross-functional project management skills to lead optimization initiatives.
• Passionate about gaming and tech; familiarity with HoYoverse products is a plus.
• Fluent in English; additional languages are a plus.

Responsibilities

• Manage and resolve escalated issues within modules, including game systems, content, quality assurance, payments, account management, and compliance.
• 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.

Skills

Customer service

VOC/VOE frameworks

Data analysis

Project management

Communication

English fluency

Tools

SQL

Tableau

Job description

Customer Service - Senior Player Support Specialist

Location

Employment Type

Contract

Location Type

On-site

Department

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 .

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.