User Support Project Operations

3 days ago

Singapore HoYoverse Full time

**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.
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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.
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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.
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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.

**Overview**:
As a User Support Project Operations Specialist, you will play a key role in overseeing and coordinating the daily operations of our user support team, ensuring top-notch and efficient service for players. You'll collaborate closely with internal and external teams to enhance support processes, boost team performance, and swiftly address and resolve emerging issues.

**Key Responsibilities**:

- Contribute to shaping the overall support strategy and direction for the team, implement project plans, identify and address team needs, and monitor progress to ensure timely and high-quality delivery.
- Oversee daily online support operations for gaming products, adeptly managing routine operational issues.
- Maintain strong communication and coordination with internal teams and external partners, handle complex user complaints and escalations, identify risks, and propose effective solutions.
- Collect and analyze user feedback data, provide regular reports, and use data-driven insights to refine support strategies and enhance the player experience.
- Continuously evaluate support processes, identify improvement opportunities, coordinate daily operations and resources, and drive ongoing enhancements in team efficiency and output.

**Job Requirements**:

- Passionate gamer with a solid understanding of the gaming industry and experience with various types of games across platforms.
- Enthusiastic about user support with strong analytical skills; experience in service operations and optimization is a plus.- Excellent communication and coordination skills, with multilingual proficiency being advantageous.-
- Highly motivated, with strong teamwork and cross-departmental collaboration abilities.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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