Simplified Chinese Player Support Specialist

Nexon America; El Segundo (CA); Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Hybrid work model

Food trucks

Happy hours

Team events

Great Place to Work certification

Job summary

Nexon America is seeking a Hybrid Simplified Chinese Player Support Specialist who will address escalated T2 tickets and deliver native-level Chinese support for MapleStory players. You will report issues to Production and translate internal docs, with a focus on accuracy and culturally informed communication.

The role operates in a hybrid office model (2–3 days in El Segundo) and offers collaboration across teams, data insights, and a player-first environment.

Qualifications

• 1+ year of game industry Player Support experience (required).
• 1+ year of handling escalated tickets (T2+).
• College degree or equivalent game-related work experience preferred.
• Native-level fluency in Simplified Chinese with strong English proficiency (required).
• Good communication and writing skills; fast, accurate typing.
• Proficiency with Microsoft Office and Google Workspace; Zendesk experience.
• JIRA/Confluence and data-visualization tools are a plus.
• Knowledge of MapleStory is a plus.

Responsibilities

• Maintain competency and understanding of all tickets for assigned projects/titles; respond across channels per policy.
• Coordinate with internal and external partners on in-game issues; identify patterns and suggest updates to Production.
• Create and maintain Simplified Chinese translations of docs, FAQs, and player communications.
• Review outsourced tickets for proper procedures; flag process issues for improvement.
• Test live game tools and request new features or updates to Production as needed.
• Work with InfoSec to investigate banned accounts and security concerns.

Skills

Chinese fluency

English proficiency

Communication skills

Writing ability

Typing speed

Microsoft Office

Gsuite

Zendesk experience

JIRA

Confluence

Tableau

MapleStory knowledge

Education

College degree or game-related experience

Tools

Zendesk

JIRA

Confluence

Tableau

Job description

About Nexon

Nexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like MapleStory and Mabinogi that have been enjoyed by millions of players for over two decades. When we founded our Nexon America branch in 2006, we made it our goal to bring those unique games to western players using a player-first approach. We achieve that goal by applying our team's outstanding free-to-play expertise and live game support to every decision, every day.

But we're committed to more than our games! Here at Nexon America, we're all about open communication, diversity, mutual respect, and collaboration, so we can bring out the best in each other. Nexies find support, friendship, and career growth all in one place! And because we know a healthy work-life balance is the key to happiness, Nexies also enjoy flexible hours, a hybrid work model, and extra perks like food trucks, happy hours, and team events. It's why we've earned the Great Place to Work certification for 6 years running!

We're looking to expand our team with passionate individuals who want to learn, play, and grow with us. Ready for a new challenge?

Summary of Position

The Simplified Chinese Player Support Specialist is responsible for addressing escalated T2 tickets and making decisions on disputed accounts. This specialized role focuses on delivering native-level Simplified Chinese language support, serving as a dedicated resource for Simplified Chinese-speaking MapleStory players and ensuring culturally informed, accurate communication. As an advocate for our player base, the Player Support Specialist will also report game issues and feedback to the Production Team to maintain high levels of player satisfaction.

We are currently working in the office 2-3x a week in a hybrid work model.

Job Responsibilities

• Maintain competency and understanding of all tickets for their assigned projects/titles. Accurately, quickly, and efficiently provide answers to player issues across multiple support channels based on Nexon America's company policy
• Coordinate with internal and outside partners on various in-game issues, updates, etc. to ensure that we maintain a high level of customer satisfaction. Identify patterns or common issues players are reporting using data and player feedback to suggest feature updates, player compensation, or issue resolution to Production
• Create and maintain Simplified Chinese translations of internal and external documentation, including support articles, FAQs, and player-facing communications, ensuring accuracy and consistency across existing and new materials
• Review outsource-handled tickets to ensure our agents follow the proper procedures. If there is an issue, assess if it is due to the process itself (and revise if needed) or forward the ticket to the OS Leads for further review
• Test existing live game operation tools and request new tool features or updates to Production as needed
• Work with the InfoSec Team to investigate banned accounts for hacking, botting, real money trading, etc.

Work Experience

• 1+ year of game industry Player Support experience (required)
• 1 + year of handling escalated tickets (T2 and above)

Education, Professional Training, Technical Training or Certification

• College degree or equivalent game-related work experience preferred

Knowledge/Skills

• Native-level fluency in Simplified Chinese with strong English proficiency (required)
• Good communication skills
• Excellent writing skills
• Good typing skills
• Proficient with Microsoft Office (Word, Excel)
• Proficient with GSuite products
• Customer Relationship Management tool experience required (Zendesk)
• JIRA, Confluence experience preferred
• Experience using Tableau or other data visualization tools is preferred
• MapleStory game knowledge preferred

Management has the right to add or change duties and job requirements at any time.

Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Compensation Description for Pay Transparency (hourly)

The base salary range for this position in El Segundo, CA is $24.00 - $29.00 hourly.

Our salary ranges are determined by market data based on position and level. The range displayed on each job posting reflects the minimum and maximum salaries for that position. An individual's pay is determined by factors including, but not limited to, a candidate’s qualifications, skills, experiences, relevant education or training, and location.

Base pay is one part of the Total Rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, however the salary range listed in this job posting reflects the base salary only.