Player Support Specialist

HoYoverse; Singapore; Sur place; SGD 30 000 - 42 000; Plein temps

Résumé du poste

HoYoverse in Singapore is seeking a customer service representative to respond to player inquiries, resolve issues, and support the community with accuracy and professionalism.

You will work within structured processes, coordinate with cross-functional teams, and help maintain a high standard of service while learning about HoYoverse products and new features.

Qualifications

• 0–2 years in customer service, ideally in gaming or tech
• Familiar with support tools and ticketing systems
• Comfortable working in structured processes and cross-functional teams
• Strong written and verbal English communication

Responsabilités

• Handle and resolve common player-reported issues across key modules; escalate complex cases to appropriate teams
• Provide frontline support to players, responding promptly per guidelines
• Record and categorize recurring player issues for the knowledge base
• Follow defined workflows; flag inefficiencies or unclear procedures for review
• Monitor basic compliance and quality standards; flag sensitive cases to senior staff

Connaissances

Customer service

Communication

Teamwork

Adaptability

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.

Responsibilities

• 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

Requirements

• 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