Player Support Lead

This role oversees FAQ development, CS flow design, omnichannel infrastructure, VIP programs, and regional operations across Southeast Asia and emerging markets.

• Design automated support flows and escalation processes for mobile game operations.
• Develop and maintain FAQs, help center content, and in‑game support libraries to enable player self‑service.
• Implement omnichannel communication strategies across email, live chat, social media, Discord, and in‑game channels.
• Launch and manage VIP support programs and community engagement initiatives.
• Align CS readiness with game launches, updates, and live events in collaboration with publishing and operations teams.
• Monitor player feedback, analyze ticket trends, and provide insights to improve game UX and operations.
• Select and manage CS platforms (e.g., Zendesk, Helpshift) and oversee vendor/outsourced agents. <...