Position Overview

We are looking for a Customer Service Specialist to enhance player experience across our global mobile game titles. This role focuses on reviewing player support quality, improving service workflows, and ensuring that all responses—whether handled manually or through automated tools—meet our global service standards. You will collaborate closely with cross-border teams, including counterparts based in China, to maintain efficient, accurate, and player-centric support operations.

Key Responsibilities

Monitor and evaluate overall player support interactions to ensure high quality, accuracy, and consistency.
Identify issues in response classification, language quality, tone, and accuracy, and recommend clear improvement actions.
Work closely with China-based operations and development teams to refine support processes and communication workflows.
Maintain and enhance support content libraries, canned responses, and internal reference materials for global use.
Analyze support data, player satisfaction trends, and feedback to generate actionable insights.
Ensure service tone and communication standards are upheld across all channels.

Requirements

Bachelor's degree in any discipline; fields such as Communications, Business, or Data Analytics are preferred.
Strong analytical thinking and problem-solving skills, with the ability to interpret data and identify improvement opportunities.
Excellent written and verbal communication in English; proficiency in Mandarin is required to liaise with Mandarin-speaking counterparts.
Detail-oriented, proactive, adaptable to fast-changing environments, and able to work both independently and collaboratively.
Passion for gaming, especially mobile or strategy (SLG) titles, with the ability to view experiences from a player's perspective.
Experience in customer experience, player support, operations, or quality assurance is an advantage.
Fresh Grads are welcome to apply.

Customer Service Analyst - Early Career