Player Support

1 day ago

Queenstown, Singapore MOL Accessportal Sdn Bhd Full time

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is **a place to do great work**, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also **a great place to work,** providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

**Responsibilities**:

- Design and implement customer support flows using automation system and escalation processes tailored for mobile game operations.
- Build and maintain comprehensive FAQ, help center content, and in-game support libraries to enhance player self-service.
- Support setup and management of VIP support programs and player engagement initiatives.
- Coordinate with publishing and operations teams to align CS readiness for game launches, updates, and live events.
- Monitor player feedback, analyze support ticket trends, and provide insight to improve game UX and operational processes.
- Evaluate, select, and work with CS tools/platforms (e.g., Zendesk, Helpshift) and manage vendor/outsourced agents as needed.
- Ensure high-quality and timely player resolution while tracking CS KPIs and SLAs.
- Develop and maintain support SOPs, onboarding guides, and training materials for internal and external teams.
- Continuously improve support efficiency and customer satisfaction with a player-first mindset

**Pre-Requisites**:

- 3-5 years of experience in mobile gaming or digital entertainment customer support, preferably with publishing or live ops exposure.
- Strong understanding of mobile game communities, player behaviour, and service expectations across different markets.
- Proven ability to create and manage FAQ/help content, SOPs, and CS knowledge base.
- Experience launching and managing VIP or loyalty programs for high-value players.
- Excellent communication and stakeholder management skills across internal and external teams.
- Detail-oriented, analytical, and comfortable making decisions based on data and player feedback.
- Adaptable and comfortable working in a fast-paced, dynamic mobile game publishing environment.
- Self-starter with strong ownership, problem-solving, and prioritization skills. - Fluency in English; additional SEA language proficiency is a plus.
- This role is based in Singapore.

**Are you game?

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