Player Support Specialist

Hoyoverse; Singapore; Sur place; SGD 36 000 - 47 000; Plein temps

Résumé du poste

HoYoverse in Singapore is seeking a customer support associate to help players with inquiries across game services, content, and accounts. You will follow established guidelines, respond professionally, and escalate complex issues when needed.

Ideal candidates have up to 2 years of experience in customer service, a passion for gaming, and fluent English. Mandarin or other languages are a plus; fresh graduates welcome.

Qualifications

• 0–2 years of customer service experience, preferably in gaming or tech.
• Fresh graduates with internship experience are welcome.
• Familiarity with support tools and ticketing systems.
• Able to work within structured processes and cross-functional teams.
• Passionate about gaming and tech; experience with HoYoverse products is a plus.
• Fluent in English; Mandarin or other languages is a plus.

Responsabilités

• Handle and resolve player-reported issues across game modules.
• Provide frontline support with timely, professional responses.
• Record and categorize recurring issues to improve knowledge base.
• Follow workflows; flag inefficiencies to team lead.
• Monitor compliance and quality standards; flag sensitive cases to senior staff.

Connaissances

Customer service

Communication

English fluency

Teamwork

Gaming passion

Outils

Ticketing systems

Description du poste

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:

• Handle and resolve common player-reported issues across key modules (including game systems, content, payments, and account management), escalating complex or technical cases to the appropriate team when needed
• Provide frontline support to players, responding to inquiries in a timely and professional manner by following established guidelines and scripts
• Record and categorize recurring player issues, contributing observations to the team's shared knowledge base to help improve response consistency
• Follow defined workflows and support processes, flagging any noticeable inefficiencies or unclear procedures to the team lead for review
• Stay aware of basic compliance and quality standards, flagging unusual or sensitive cases (e.g. potential fraud, policy violations) to senior staff for further assessment

What We Are Looking For:

• 0-2 years of customer service experience, preferably in gaming or tech industries; fresh graduates with relevant internship experience are welcome to apply
• Basic familiarity with support tools and ticketing systems; exposure to data tracking or reporting is a plus
• Comfortable working within structured processes and cross-functional teams, with a willingness to learn and adapt
• Passionate about the gaming & tech industry. Experience with HoYoverse products is a strong plus
• Fluent in English (knowledge of Mandarin or any other languages is a plus, but not required)
• Clear and professional written and verbal communication skills, with the ability to interact effectively with players and internal team members

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.