Senior Player Support & Operations Specialist

HoYoverse; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HoYoverse is seeking a customer support professional in Singapore with 3–5 years of advanced experience in gaming/tech. You will manage escalated issues, provide technical guidance, and help the team deliver high-quality player support across multiple modules.

You will analyze data with VOC/VOE frameworks, coordinate with cross-functional teams, and contribute to process improvements and risk mitigation to strengthen overall service quality.

Qualifications

• 3–5 years of advanced customer service experience in gaming/tech industries.
• Expertise with VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).
• Strong cross-functional project management skills and ability to lead optimization initiatives.
• Fluent in English; Mandarin/Japanese/Korean or other languages a plus.

Responsibilities

• Manage and resolve escalated issues within specific modules (games, content, QA, payments, accounts, compliance).
• Provide daily support and technical consultation to the collaborative team to address player issues.
• Monitor and compile common issues reported by players and maintain the internal knowledge base.
• Identify optimization opportunities and risks in workflows to improve efficiency and service quality.
• Assist in risk identification and mitigation, flagging potential compliance or operational risks.

Skills

Customer service

VOC/VOE frameworks

Data analysis

SQL

Tableau

Cross-functional PM

Tools

SQL

Tableau

Job description

HoYoverse is seeking a customer support professional in Singapore with 3–5 years of advanced experience in gaming/tech. You will manage escalated issues, provide technical guidance, and help the team deliver high-quality player support across multiple modules.

You will analyze data with VOC/VOE frameworks, coordinate with cross-functional teams, and contribute to process improvements and risk mitigation to strengthen overall service quality.