Job Overview
We are seeking a skilled professional to serve as a key bridge between our global player community and product teams.
This role requires proactive building and management of systems to capture, validate, and deliver critical player insights.
The primary responsibilities include building programs that harness community feedback, managing advanced AI-support systems, and ensuring the player's voice directly informs product strategy, development, and quality.
Key Responsibilities
- Community Engagement: Act as an official support-focused liaison in key third-party communities addressing player inquiries, gathering qualitative feedback, and identifying emerging issues.
- Player Feedback Pipeline Management: Own the process of converting raw community signals into prioritized, actionable feedback for product teams.
- Closing the Feedback Loop: Partner with product teams to track implementation and communicate relevant updates back to the community.
Program Leadership & Coordination
- Volunteer Program Management: Lead multilingual Helper and Beta Tester programs from recruitment to daily coordination.
- Proactive Retention Initiatives: Develop targeted outreach campaigns to support and retain players in coordination with product and marketing teams.
Core Support Operations & Optimization
- AI Systems Oversight: Oversee and optimize AI-based support systems monitoring quality, auditing interactions, and collaborating with technical teams.
- Expert Case Resolution: Serve as the final point of escalation for complex or high-impact cases requiring expert human intervention.
- Knowledge Management: Maintain and expand the player-facing Knowledge Base ensuring accuracy, clarity, and localization based on community feedback.
Qualifications
- Experience: At least four years of experience in player support or related roles with demonstrated leadership in coordinating teams and initiatives.
- Skills: Proven ability to collect, validate, and communicate reproducible product feedback.
Excellent written and verbal communication skills in English.
Professional proficiency in Mandarin required.
- Tools: Proficiency with support analytics and feedback tracking tools.
Attributes
- Analytical: Detail-oriented with a proven ability to standardize complex information.
- Proactive: Identifies opportunities for improvement and acts on them.
- Diplomatic Communicator: A natural collaborator acting as a credible and empathetic liaison.
- Player-Centric: Empathetic to player concerns and dedicated to their voice being heard.