Senior Player Support Lead – Gaming & Data Insights

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

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.