Player Support & Experience Lead (Mobile Games)

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

• 3-5 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.