Senior Player Support Expert (Tier 3)

6 Days ago • 3-5 Years • Operations

Job Summary

Job Description

As a Senior Player Support Expert (Tier 3), you will be responsible for optimizing player experience by enhancing service strategies, improving service quality, streamlining support processes, and boosting team efficiency. Key responsibilities include designing and refining player support frameworks, building multi-channel feedback ecosystems, leading efficiency improvement projects, implementing safeguarded processes for sensitive operations, establishing quality assurance mechanisms, and continuously improving service quality. You will work closely with cross-functional teams to achieve service targets and elevate player experience metrics. This role requires 3-5 years of advanced customer service leadership experience in gaming/tech, expertise in VOC/VOE frameworks, and strong project management skills.
Must have:
  • 3-5 years advanced customer service leadership
  • Expertise in VOC/VOE & data analysis (SQL/Tableau)
  • Strong cross-functional project management skills
  • Passion for gaming & tech industry
  • End-to-end support design experience
Good to have:
  • Experience with HoYoverse products

Job Details

Who Are We?

HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.

Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.

Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.

In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.

As a Senior Player Support Expert, you will play a key role in optimizing the player experience. Your focus will be on enhancing service strategies, improving service quality, streamlining support processes, and boosting team efficiency to ensure a seamless and outstanding player service experience. You will work closely with cross-functional teams to continuously elevate the quality and effectiveness of support services.

What You Will Do:

  • Service Strategy & Process Optimization: Design and refine player support frameworks, optimize workflows through data analysis, and architect scalable solutions for global player communities.
  • Player Experience Enhancement: Build multi-channel feedback ecosystems (tickets/surveys/platfrom), develop improvement blueprints, and drive cross-functional initiatives to elevate player experience metrics.
  • Operational Excellence & Efficiency: Lead efficiency improvement projects through process reengineering, tool implementation, and cross-department collaboration to achieve service targets.
  • Risk & Compliance Governance: Partner cross-functionally to implement safeguarded processes for sensitive operations (e.g., payment processing, user data governance, intellectual property protection), with built-in compliance mechanisms aligning with regional regulations and industry benchmarks.
  • Service Innovation & Quality Control: Establish quality assurance mechanisms, deploy AI-driven solutions, and refine SOPs to continuously improve metrics and service maturity.uous Improvement: Monitor service quality, and ensure the support team consistently meets or exceeds standards. Introduce innovative tools, technologies, and processes to continuously enhance service quality and operational efficiency.

What We Are Looking For:

  • 3-5 years of advanced customer service leadership 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.

We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. 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.

Similar Jobs

31st Union - Senior Anti-Cheat Engineer

31st Union

San Mateo, California, United States (On-Site)
3 Days ago
Worlds - Lead Audio Designer

Worlds

(Remote)
1 Week ago
The Walt Disney Company - Carpenter

The Walt Disney Company

Anaheim, California, United States (On-Site)
1 Month ago
NVIDIA - Senior Technical Marketing Engineer - AI Infrastructure

NVIDIA

Canada (On-Site)
1 Month ago
Epic Games - Tools Engineer

Epic Games

London, England, United Kingdom (On-Site)
1 Week ago
Sporty Group - Product Data Analyst

Sporty Group

(Remote)
8 Months ago
The Walt Disney Company - Director, Contact Center Technology & Workflows

The Walt Disney Company

San Antonio, Texas, United States (Remote)
1 Week ago
NVIDIA - Senior Technical Program Manager - GPU Clusters

NVIDIA

California, United States (On-Site)
1 Week ago
ByteDance - Transaction Monitoring Analyst - Global Payment Compliance

ByteDance

Singapore (On-Site)
6 Days ago
Epic Games - Live Operations Analyst

Epic Games

Montreal, Quebec, Canada (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Light Speed Studios - Senior Gameplay Designer

Light Speed Studios

Irvine, California, United States (On-Site)
1 Month ago
Spin Master - Senior Lead Model Maker

Spin Master

California, United States (On-Site)
1 Week ago
Starbreeze Studios - Senior Technical Artist

Starbreeze Studios

Stockholm, Stockholm County, Sweden (Hybrid)
1 Month ago
Epic Games - Technical Designer in Animation

Epic Games

Cary, North Carolina, United States (On-Site)
1 Week ago
Nagarro - Senior EWM TM Consultant (m/f/d) - Process Industry

Nagarro

Germany (On-Site)
5 Months ago
The Walt Disney Company - Outside Machinist - Auto Mechanic

The Walt Disney Company

Anaheim, California, United States (On-Site)
1 Week ago
Framestore - Unreal FX Artist

Framestore

England, United Kingdom (Hybrid)
6 Days ago
Starbreeze Studios - Animation Programmer (Project Baxter)

Starbreeze Studios

Stockholm, Stockholm County, Sweden (Hybrid)
1 Month ago
Streamline Media Group  Inc  - Game Programmer (Unreal)

Streamline Media Group Inc

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
4 Months ago
Embark Studios - Game Tools Engineer

Embark Studios

Stockholm, Stockholm County, Sweden (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Singapore

ByteDance - Backend Engineer, Video-On-Demand - 2025 Start

ByteDance

Singapore (On-Site)
5 Months ago
ION - Service Desk Analyst - 5600

ION

Singapore (On-Site)
5 Months ago
Tencent - Global Talent Sourcing Intern 103811

Tencent

Singapore (On-Site)
3 Months ago
ByteDance - Senior Data Analyst - Internal Audit Mid-Platform

ByteDance

Singapore (Hybrid)
1 Week ago
ByteDance - Senior Privacy Security Product Manager - Information System

ByteDance

Singapore (On-Site)
2 Months ago
ByteDance - Privacy and Security Manager - Information System -Singapore

ByteDance

Singapore (On-Site)
3 Months ago
Virtuos - Management Trainee

Virtuos

Singapore (On-Site)
1 Week ago
OKX - Leadership Recruiting Senior Manager

OKX

Singapore, Singapore (On-Site)
5 Months ago
ByteDance - Payment Risk Strategy Expert

ByteDance

Singapore (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Crunchyroll - Customer Experience Operations Analyst

Crunchyroll

Dallas, Texas, United States (On-Site)
2 Months ago
Immutable - Senior Manager, Customer Operations

Immutable

Singapore, Singapore (Hybrid)
5 Days ago
People Can Fly - Live Operations Technician

People Can Fly

Yonkers, New York, United States (Remote)
2 Weeks ago
Canva - Accounts Receivable Supervisor - Revenue Operations (Night Shift)

Canva

Makati, Metro Manila, Philippines (Remote)
1 Month ago
People Can Fly - Senior Customer Support Agent

People Can Fly

New York, New York, United States (Remote)
2 Weeks ago
Trek - Service Technician

Trek

Allen, Texas, United States (On-Site)
1 Month ago
CharacterAI - Operations Lead, Trust and Safety Operations

CharacterAI

Menlo Park, California, United States (On-Site)
5 Days ago
ByteDance - Lark APAC Customer Success Manager Intern

ByteDance

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Week ago
TaskUs - Team Lead

TaskUs

Navi Mumbai, Maharashtra, India (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

About The Company

At HoYoverse, we are committed to creating immersive virtual world experiences for players around the world. In addition to game products such as "Genshin Impact," "Honkai Impact 3rd," "Tears of Themis," and "Honkai: Star Rail," HoYoverse also launched the dynamic desktop software "N0va Desktop," the community product "HoYoLAB," and created a variety of products such as animations, comics, music, novels, and merchandise around our original Creative Concept.


Adhering to our mission of "Tech Otakus Save the World," we have always been committed to technology research and development, exploring cutting-edge technologies, and have accumulated leading technical capabilities in cartoon rendering, artificial intelligence, cloud gaming technology, and other fields.


HoYoverse is actively engaged in globalization, with offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Québec City, Quebec, Canada (Remote)

Singapore (On-Site)

View All Jobs

Get notified when new jobs are added by HoYoverse

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug