Customer Service - Senior Player Support Specialist

Written by the T&S Network from HoYoverse's posting.

Senior player support work for a game publisher's live-service operation, covering escalated issues across game systems, content, payments, account management and compliance. The role sits in the player support team and is there to resolve hard cases and improve the workflows that handle player issues.

What you'd do

• Resolve escalated player issues in specific modules that need in-depth technical or knowledge-based support.
• Give daily technical consultation to the support team so they can handle player problems efficiently.
• Track common player-reported issues and compile them into the support team's internal knowledge base.
• Find workflow gaps and risks, and help the team change processes to improve support quality and efficiency.
• Flag potential compliance, quality or operational risks and help mitigate them.

What it asks for

• Three to five years of senior support experience in gaming or tech, including designing support from start to finish.
• Working knowledge of voice-of-customer and voice-of-employee methods, plus analyzing operational data.
• SQL and Tableau skills (preferred).
• Strong cross-functional project management, leading complex process optimization from concept to execution.
• Fluent English; Mandarin, Japanese, Korean or other languages (preferred).
• Strong written and verbal communication, presenting findings to technical and non-technical audiences.
• Experience with HoYoverse products (preferred).

Worth knowing

• Must adapt to changing operational hours and rotating shifts for live-service support.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on HoYoversenorth_east before you apply. If we got something wrong, report this listing.