Player Support Representative – China Games

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Address player inquiries via email, in-game ticketing, live chat, and social media platforms.

• Keep the player-facing knowledge base and FAQ updated and maintained.

• Work in collaboration with QA, development, and community teams to highlight recurring issues and player sentiment.

• Track support metrics such as response times, resolution rates, and customer satisfaction (CSAT).

• Achieve service level agreement (SLA) targets.

• Recognize trends in player feedback.

• Contribute ideas for product improvements.

⛳️ Requirements

• Proficient in native-level Chinese.

• Outstanding English writing and communication abilities.

• Strong passion for gaming, especially in the mobile gaming sector.

• Background in player support.

• Knowledge of customer service tools such as Zendesk, AiHelp, and WeChat.

• Capability to empathize with frustrated players while maintaining a solution-focused approach.

• Previous experience in customer service is an advantage.

• Experience in moderating or managing online communities is beneficial.

• Prior involvement in social media management or organizing community events is a plus.

🏝️ Benefits

• Allowance to acquire your own device or equipment.

• Variable compensation through an annual bonus program.

• Ability to work from any location worldwide.

• Flexible working hours.

• Unlimited paid time off.

• Get paid in your preferred currency.

• Enjoy the trust and freedom to experiment, learn quickly from failures, and make a significant impact.

• Opportunities for career advancement.

• Join a dynamic, fast-learning, supportive, and diverse team spanning six continents and over 30 countries.