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Customer Service - Senior Player Support Specialist

Job Overview

If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team. When you apply to a position with HoYoverse, we will process your personal data.

Key points

  1. Manage and resolve escalated issues within specific modules (including game systems, content, quality assurance, payments, account management, compliance, etc.)…

  2. Provide daily support and technical consultation to the collaborative team, ensuring they can efficiently address player issues and needs.

  3. Monitor and compile common issues reported by players and assist in maintaining the internal knowledge base for the support team.

  4. Identify areas for optimization and potential risks in workflows, assisting the team in improving processes to enhance the overall efficiency and service quality of…

  5. Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).

  6. Strong cross-functional project management skills, demonstrated ability to lead complex process optimization initiatives from conception to execution.

  7. Passionate about the gaming & tech industry. Extensive experience with HoYoverse products is a strong plus.

  8. Fluent in English (knowledge of Mandarin, Japanese, Korean and any other languages is a plus, but not required).

Languages

Mandarin requiredEnglish requiredJapanese requiredKorean a plus

Skills

SQLData AnalysisTableauAccount ManagementCustomer SupportProject ManagementCommunication

Experience: Senior-level · 3–5 years · Job type: Contract