Customer Support Representative (Mandarin Speaker)

ABOUT US

At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world.

Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.

Longevity Opportunity Vision Enjoy the game!

ABOUT YOU

We’re looking for a Customer Support Representative who is empathetic, resourceful, and passionate about helping others. In this role, you’ll be the first point of contact for players and partners, ensuring their questions are answered, issues are resolved, and every interaction leaves a positive impression.

You bring strong communication skills, patience, and a problem-solving mindset. You’re comfortable working in a fast-paced environment, learning new tools quickly, and handling multiple requests with professionalism and care. You thrive in a team setting, enjoy connecting with people from around the world, and take pride in delivering excellent service.

If you’re excited about supporting the global gaming community and building meaningful connections with players and partners, we’d love to hear from you.

Responsibilities

• Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).
• Provide support in English and Mandarin, ensuring that players and partners feel heard and understood.
• Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.
• Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.
• Monitor system performance and escalate technical issues to relevant departments.
• Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.

Qualifications and Skills

• Fluent in English and Mandarin (spoken and written), with strong communication skills.
• A natural problem-solver who enjoys helping people and providing excellent customer service.
• Ability to work across three shifts (day, evening, and night) to support our 24/7 operations.
• Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.
• Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.
• Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.
• Ability to work in a fast-paced environment and remain calm under pressure.

Nice To Have

• Prior experience in customer support roles is an advantage.
• Proficiency in additional foreign languages is a bonus.
• Strong team player with a proactive mindset, able to find creative solutions to user challenges.

BENEFITS:

Convenient work tools

Latest Mac workplaces + additional hardware to make you more effective at work

Google Chat, Gmail, Google Drive, Confluence, Jira, GitLab

Professional growth

Free trainings and participation in specialized conferences

Rich knowledge exchange within the company

More perks

Health insurance (Medical, dental and optical)- Employee and dependants

Flexible hours: organize your day according to your needs and sprint & teamwork demands

No dress code

Comfortable and new office environment

The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (“PDPA”), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to careers@xsolla.com.

For more vacancies: https://xsolla.com/careers