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Tawaran kerja ini tidak tersedia di negara anda.
Mobile Game Customer Support Lead
RazerBangsar South15 hari lalu
Penerangan pekerjaan3-5 years of experience in mobile gaming or digital entertainment customer support, preferably with publishing or live ops exposure. Strong understanding of mobile game communities, player behaviour, and service expectations across different markets. Experience setting up omnichannel support (email, chat, social, Discord, in-game) and using CS platforms like Zendesk. Proven ability to create and manage FAQ / help content, SOPs, and CS knowledge base. Experience launching and managing VIP or loyalty programs for high-value players. Excellent communication and stakeholder management skills across internal and external teams. Detail-oriented, analytical, and comfortable making decisions based on data and player feedback. Adaptable and comfortable working in a fast-paced, dynamic mobile game publishing environment. Self-starter with strong ownership, problem-solving, and prioritization skills. Fluency in English; additional SEA language proficiency is a plus. This role is based in Singapore.
Job Responsibilities :
We are seeking an experienced Gaming Mobile Operations & Player Support Manager to lead and optimize our global B2B / B2C customer and player support strategy. This role requires a passionate and community-driven leader who can manage high-level escalations, engage with the player community, and continuously enhance support operations. The ideal candidate will have a strong background in mobile gaming, community management, and player engagement, along with exceptional leadership, analytical, and problem-solving skills.
- Design and implement customer support flows using automation system and escalation processes tailored for mobile game operations.
- Build and maintain comprehensive FAQ, help center content, and in-game support libraries to enhance player self-service.
- Establish omnichannel communication strategy across email, live chat, social media, Discord, and in-game channels.
- Support setup and management of VIP support programs and player engagement initiatives.
- Coordinate with publishing and operations teams to align CS readiness for game launches, updates, and live events.
- Monitor player feedback, analyze support ticket trends, and provide insight to improve game UX and operational processes.
- Evaluate, select, and work with CS tools / platforms (e.g., Zendesk, Helpshift) and manage vendor / outsourced agents as needed.
- Ensure high-quality and timely player resolution while tracking CS KPIs and SLAs.
- Develop and maintain support SOPs, onboarding guides, and training materials for internal and external teams.
- Continuously improve support efficiency and customer satisfaction with a player-first mindset
Pre-Requisites :
Are you game?