User Operations Specialist - Early Career

First Fun; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

First Fun is seeking a User Operations Specialist in Singapore to be the voice of our players. You will dive into player issues, analyze feedback, and transform insights into meaningful improvements that enhance the gaming experience.

The role requires empathy, attention to detail, and strong English communication, with the ability to review Chinese-language feedback. Experience in game support is a plus, and the team values collaboration and player-first thinking.

Qualifications

• Excellent written and verbal English communication.
• Ability to communicate professionally in Mandarin.
• Strong analytical and summarization skills.
• Empathetic, detail-oriented, and responsible in handling user operations tasks.
• Experience in overseas game user support is a plus.

Responsibilities

• Handle complex user issues escalated from the customer service team.
• Conduct in-depth analysis to identify root causes and player needs in specific regions.
• Systematically analyze and categorize player feedback and prepare structured reports.
• Leverage understanding of player behavior to suggest product iterations and feature improvements.
• Convert resolved cases into knowledge-based content to improve team efficiency.

Skills

English proficiency

Mandarin communication

Analytical skills

Knowledge management

Collaboration

Job description

We are looking for a User Operations Specialist in Singapore to be the voice of our players. In this role, you will dive into player issues, analyze feedback, and transform insights into meaningful improvements that enhance the overall gaming experience. If you’re empathetic, detail-oriented, and passionate about putting players first, we’d love to have you on our team.

Key Responsibilities:

• Handle complex user issues escalated from the customer service team.
• Conduct in-depth analysis to identify root causes, core needs, and pain points of players in specific regions.

Feedback Analysis & Reporting

• Systematically analyze and categorize player feedback.
• Distill key insights and prepare structured reports to support product and service optimization.

Optimization Support

• Leverage deep understanding of player behavior to provide actionable suggestions for product iteration and feature improvement.

Knowledge Management

• Convert resolved cases and solutions into knowledge-based content.
• Enhance the efficiency and effectiveness of the support team through continuous knowledge sharing.

Requirements:

• Strong proficiency in English, with excellent written and verbal communication skills.
• Ability to communicate professionally in Mandarin in order to support Mandarin-speaking players and review Chinese-language feedback.
• Excellent analytical and summarization skills, with empathy to accurately identify and represent player needs.
• Strong logical and structured thinking, with outstanding collaboration abilities.
• Patient, detail-oriented, and highly responsible in managing user operations tasks.
• Experience in overseas game user support or operations is an advantage.
• Familiarity with or strong interest in 4X strategy games is a plus.