Customer Service-Jobs in United States

As a leading internet technology company based in China, NetEase, Inc. (NASDAQ: NTES and HKEX:9999, “NetEase”) provides premium online services centered around content creation. With extensive offerings across its expanding gaming ecosystem, the Company develops and operates some of China’s most popular and longest-running mobile and PC games. Powered by industry-leading in-house R&D capabilities in China and globally, NetEase creates superior gaming experiences, inspires players, and passionately delivers value for its thriving community worldwide. By infusing play with culture and education with technology, NetEase transforms gaming into a meaningful vehicle to build a more entertaining and enlightened world.

NetEase’s ESG initiatives are among the best in the global media and entertainment industry, earning it a distinction as one of the S&P Global Industry Movers and an “A” rating from MSCI. For more information, please visit: NetEase Investor Relations.

• Oversee the development and management of the game community, with a focus on user growth, engagement, and retention rates.
• Supervise a team of customer service representatives to respond to player inquiries and ensure timely delivery of game-related information.
• Oversee community interactions and promote positive, respectful player engagement, manage community moderators, and conduct monthly performance evaluations for moderator teams.
• Review and localize content for the community (Discord + Reddit), including writing promotional content for game-related campaigns.

• Bachelor's degree or higher, with a minimum of 1 year of experience in game community management.
• Native English speaker or near-native proficiency; proficiency in additional languages (e.g., Chinese, Japanese, Spanish) is a plus.
• Previous experience in player support or roles involving communication with players is preferred.
• Strong ability to conduct user research with a solid understanding of research methods and techniques.
• Familiarity with community management best practices on platforms like Discord and Reddit, with the ability to develop and implement proven strategies.