Senior Player Support & Technical Escalations Lead

Hoyoverse; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

HoYoverse is seeking a customer support professional with 3–5 years in gaming/tech to design and deliver end-to-end support, analyze operational data, and drive process improvements. The role involves coordinating with cross-functional teams to resolve high-priority issues and maintain a robust knowledge base.

Fluency in English is required, additional languages are a plus. This position requires adapting to rotating shifts to provide live-service support for players worldwide, with an emphasis

Qualifications

• 3–5 years of advanced customer service experience in gaming/tech industries.

Responsibilities

• Manage and resolve escalated issues within specific modules, 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.

Skills

Advanced customer service

VOC/VOE frameworks

Operational data analysis

SQL

Tableau

Cross-functional project management

Fluent in English

Tools

SQL

Tableau

Job description

HoYoverse is seeking a customer support professional with 3–5 years in gaming/tech to design and deliver end-to-end support, analyze operational data, and drive process improvements. The role involves coordinating with cross-functional teams to resolve high-priority issues and maintain a robust knowledge base.

Fluency in English is required, additional languages are a plus. This position requires adapting to rotating shifts to provide live-service support for players worldwide, with an emphasis