Customer Service - Senior Player Support Expert (Tier 3)
Who Are We?
HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.
When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.
As a Senior Player Support Expert, you will play a key role in optimizing the player experience. Your focus will be on enhancing service strategies, improving service quality, streamlining support processes, and boosting team efficiency to ensure a seamless and outstanding player service experience. You will work closely with cross-functional teams to continuously elevate the quality and effectiveness of support services.
What You Will Do:
- Service Strategy & Process Optimization: Design and refine player support frameworks, optimize workflows through data analysis, and architect scalable solutions for global player communities.
- Player Experience Enhancement: Build multi-channel feedback ecosystems (tickets/surveys/platfrom), develop improvement blueprints, and drive cross-functional initiatives to elevate player experience metrics.
- Operational Excellence & Efficiency: Lead efficiency improvement projects through process reengineering, tool implementation, and cross-department collaboration to achieve service targets.
- Risk & Compliance Governance: Partner cross-functionally to implement safeguarded processes for sensitive operations (e.g., payment processing, user data governance, intellectual property protection), with built-in compliance mechanisms aligning with regional regulations and industry benchmarks.
- Service Innovation & Quality Control: Establish quality assurance mechanisms, deploy AI-driven solutions, and refine SOPs to continuously improve metrics and service maturity.uous Improvement: Monitor service quality, and ensure the support team consistently meets or exceeds standards. Introduce innovative tools, technologies, and processes to continuously enhance service quality and operational efficiency.
What We Are Looking For:
- 3-5 years of advanced customer service leadership experience in gaming/tech industries, with proven cases in end-to-end support design.
- Expertise in VOC/VOE frameworks and operational data analysis (SQL/Tableau preferred).
- Strong cross-functional project management skills, demonstrated ability to lead complex process optimization initiatives from conception to execution.
- Passionate about the gaming & tech industry. Extensive experience with HoYoverse products is a strong plus.
We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.
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