Customer Service

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.

As a Senior Player Support Expert, you will play a key role in optimizing the player support 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: Participate in the development and optimization of service strategies, focusing on continuous process improvements and efficiency gains to enhance the overall player service experience. Lead initiatives that enhance service workflows and ensure scalable solutions for growing player needs.
- Player Service Experience Enhancement: Analyze player feedback and support data to identify pain points and opportunities for improvement. Provide actionable insights to directly elevate player satisfaction and continuously improve the support experience.
- Operational Efficiency Enhancement: By optimizing workflows and enhancing team collaboration, among other methods, improve the support team's efficiency to ensure a seamless and high-performing service for players.
- Cross-Functional Collaboration: Collaborate with internal and external teams to align support strategies with business objectives. Work together to improve the player service experience and ensure alignment on service goals.
- Quality Assurance & Continuous 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:

- Bachelor's degree or equivalent work experience in a related field. Proficiency in both written and spoken English and Chinese.
- At least 5 years of experience in player support, customer service, or service experience roles, ideally within the gaming industry.
- Ability to analyze data, extract actionable insights, and use those insights to drive continuous service improvements. Comfort with using data to inform decision-making and track performance.
- Proven experience in streamlining support processes, improving team efficiency, and driving service quality improvements in dynamic, fast-paced environments.
- A deep passion for gaming with a solid understanding of the gaming industry and experience across various game genres. Familiarity with HoYoverse games is highly preferred.
- Excellent communication skills, with the ability to work effectively across teams and regions. Strong collaboration skills, especially in cross-functional and multicultural settings.

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.