Player Support Lead (Gamedev)

TL;DR

Player Support Lead (Gamedev): Defining and executing the support framework for mobile game publishing with an accent on scalable, high-quality player experiences across Southeast Asia and emerging markets. Focus on designing omnichannel support flows, managing VIP programs, and optimizing operational efficiency through data-driven insights.

Location: Singapore

Company

A global leader in gaming hardware and software, dedicated to revolutionizing the gaming experience through innovation and a gamer-centric culture.

What you will do

• Design automated support flows and escalation processes for mobile game operations.
• Implement omnichannel communication strategies across email, live chat, social media, and in-game channels.
• Launch and manage VIP support programs and community engagement initiatives.
• Monitor player feedback and analyze ticket trends to provide actionable insights for game UX improvements.
• Select and manage CS platforms like Zendesk or Helpshift and oversee outsourced vendor teams.
• Create SOPs, onboarding guides, and training materials for internal and external teams.

Requirements

• 3–5 years of experience in mobile gaming or digital entertainment support, ideally within publishing or live ops.
• Proven ability to build FAQs, SOPs, and comprehensive knowledge bases.
• Hands-on experience with omnichannel support and CS platforms such as Zendesk or Helpshift.
• Strong analytical skills with a data-driven approach to decision-making.
• Fluency in English is required.
• Ability to work in a fast-paced, dynamic environment.

Nice to have

• Proficiency in a Southeast Asian language.
• Experience managing loyalty programs for high-value players.

Culture & Benefits

• Opportunity to make a global impact within a diverse, international team.
• Accelerated personal and professional growth in a gamer-centric environment.
• Commitment to an inclusive, respectful, and fair workplace.
• Equal Opportunity Employer providing reasonable accommodations.