Position Overview
We are looking for a User Operations Specialist in Singapore to be the voice of our players. In this role, you will dive into player issues, analyze feedback, and transform insights into meaningful improvements that enhance the overall gaming experience. If you're empathetic, detail-oriented, and passionate about putting players first, we'd love to have you on our team.
Key Responsibilities:
Issue Resolution & Insights
- Handle complex user issues escalated from the customer service team.
- Conduct in-depth analysis to identify root causes, core needs, and pain points of players in specific regions.
Feedback Analysis & Reporting
- Systematically analyze and categorize player feedback.
- Distill key insights and prepare structured reports to support product and service optimization.
Optimization Support
- Leverage deep understanding of player behavior to provide actionable suggestions for product iteration and feature improvement.
Knowledge Management
- Convert resolved cases and solutions into knowledge-based content.
- Enhance the efficiency and effectiveness of the support team through continuous knowledge sharing.
Requirements:
- Strong proficiency in English, with excellent written and verbal communication skills.
- Ability to communicate professionally in Mandarin in order to support Mandarin-speaking players and review Chinese-language feedback.
- Excellent analytical and summarization skills, with empathy to accurately identify and represent player needs.
- Strong logical and structured thinking, with outstanding collaboration abilities.
- Patient, detail-oriented, and highly responsible in managing user operations tasks.
- Experience in overseas game user support or operations is an advantage.
- Familiarity with or strong interest in 4X strategy games is a plus.
