Customer Service - Senior Player Support Specialist (Contract)

What You Will Do:

• Manage and resolve escalated issues within specific modules (including game systems, content, quality assurance, payments, account management, compliance, etc.), particularly those requiring in-depth technical or knowledge-based support
• Provide daily support and technical consultation to the collaborative team, ensuring they can efficiently address player issues and needs
• Monitor and compile common issues reported by players and assist in maintaining the internal knowledge base for the support team
• Identify areas for optimization and potential risks in workflows, assisting the team in improving processes to enhance the overall efficiency and service quality of the player support team
• Assist in risk identification and mitigation, flagging potential compliance, quality, or operational risks

What We Are Looking For:

• 3-5 years of advanced customer service experience in gaming/tech industries, with proven cases in end-to-end support design
• Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred)
• Strong cross-functional project management skills, demonstrated ability to lead complex process optimization initiatives from conception to execution
• Passionate about the gaming & tech industry. Extensive experience with HoYoverse products is a strong plus
• Fluent in English (knowledge of Mandarin, Japanese, Korean and any other languages is a plus, but not required)
• Exceptional written and verbal communication skills; ability to present findings to both technical and non-technical audiences