Customer Service Specialist

5 days ago

Singapore LIFE GAME PTE. LTD. Full time

**Role Summary**:
As a Player Experience Specialist, you will be the primary bridge between our global player community and our product teams. Moving beyond traditional reactive support, this role proactively builds and manages the systems that capture, validate and deliver critical player insights. You will lead programs that harness community feedback, manage our advanced AI-support systems and ensure the player's voice directly informs product strategy, development and quality.

**Key Responsibilities**:
**Player Insights & Feedback Pipeline**:

- **Community Engagement for Feedback**:Act as an official, support-focused liaison in key third-party communities. Address player inquiries, gather qualitative feedback and identify emerging issues to be channeled into the product pipeline.
- **Player Feedback Pipeline Management**:Own the process of converting raw community signals into prioritized, actionable feedback. Standardize bug reports and suggestions with reproducible steps, environment details and player impact analysis for product teams.
- **Close the Feedback Loop**:Partner with product teams to track the implementation of fixes and features, and communicate relevant updates back to the community through appropriate channels.

**Program Leadership & Coordination**:

- **Volunteer Program Management**:Lead the multilingual Helper and Beta Tester programs, from recruitment to daily coordination. Ensure a consistent flow of high-quality localization feedback, bug reports and early product insights.
- **Proactive Retention Initiatives**:Develop and execute targeted outreach campaigns to support and retain players, working in coordination with product and marketing teams.

**Core Support Operations & Optimization**:

- **AI Systems Oversight**:Oversee and optimize our AI-based support systems. Monitor quality, audit interactions and collaborate with technical teams to improve autonomous resolution performance.
- **Expert Case Resolution**:Serve as the final point of escalation for complex, sensitive or high-impact player cases that require expert human intervention.
- **Knowledge Management**:Maintain and expand our player-facing Knowledge Base, ensuring all content is accurate, clear and localized based on community feedback.

**Qualifications**:

- At least four years of experience in player support or related roles with demonstrated leadership in coordinating teams, programs or cross-functional initiatives.
- Experience and interest in games is a plus.
- Proven ability to collect, validate and communicate reproducible product feedback.
- Excellent written and verbal communication skills in English. Professional proficiency in Mandarin is required to liaise effectively with headquarters.
- Proficiency with support analytics and feedback tracking tools.

**Attributes**:

- **Analytical & Systematic**:Detail-oriented with a proven ability to standardize complex, qualitative information into structured, actionable insights.
- **Proactive & Strategic**:A forward-thinker who identifies opportunities for improvement and acts on them, rather than only reacting to problems.
- **Diplomatic Communicator**:A natural collaborator who can act as a credible and empathetic liaison between technical product teams and a diverse global player base.
- **Player-Centric**:Deeply empathetic to player concerns and dedicated to ensuring their voice is heard and respected.

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