Player Support Specialist
- Location
- Singapore
- Salary range
- Not stated
- Workplace
- In office
- Level
- Agent or moderator
- Job family
- Customer Support
- Posted
- Last week
The T&S Network estimates this role to be S2, Agent / Moderator. We don't yet know typical pay for this level in Singapore. Most of our pay data comes from US roles. If you work in Trust & Safety in Singapore, add your pay to help others. Key skills at this level: reads queue health from the metrics and knows which ones lie, balances accuracy, throughput and wellbeing as one problem, and runs a shift against demand that spikes without warning.
Why this level
Estimated from the posting rather than stated by the employer: the title reads as S2 · asks for 2+ years · an early-career or graduate seat.
The role, in T&S terms
Written by the T&S Network from HoYoverse's posting.
Frontline player support for HoYoverse's games, covering player-reported issues across game systems, content, payments and account management. The role handles routine tickets, escalates complex or technical cases, and flags unusual or sensitive cases such as possible fraud or policy violations to senior staff.
What you'd do
- Resolve common player-reported issues across game systems, content, payments and account management
- Escalate complex or technical cases to the appropriate team
- Respond to player inquiries in a timely and professional manner using established guidelines and scripts
- Record and categorize recurring player issues in the team's shared knowledge base
- Flag inefficiencies or unclear procedures in support workflows to the team lead
- Flag potential fraud and policy violations to senior staff for assessment
What it asks for
- Two years or less of customer service work, ideally in gaming or tech; recent grads with internship experience also considered
- Working knowledge of support software and ticket queues
- Ability to operate inside set processes and work across teams
- Fluent English
- Clear written and verbal communication skills
- Experience with data tracking or reporting (preferred)
- Experience with HoYoverse products (preferred)
Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on HoYoverse before you apply. If we got something wrong, report this listing.
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Still listed 14 hours ago
About HoYoverse
Game company behind Genshin Impact, Honkai: Star Rail and Zenless Zone Zero.
Other jobs at HoYoverse
1 other job open
HoYoverse · S2 · Singapore
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