Customer Service - Player Support Specialist (Contract)

What You Will Do:

• Handle and resolve common player-reported issues across key modules (including game systems, content, payments, and account management), escalating complex or technical cases to the appropriate team when needed
• Provide frontline support to players, responding to inquiries in a timely and professional manner by following established guidelines and scripts
• Record and categorize recurring player issues, contributing observations to the team’s shared knowledge base to help improve response consistency
• Follow defined workflows and support processes, flagging any noticeable inefficiencies or unclear procedures to the team lead for review
• Stay aware of basic compliance and quality standards, flagging unusual or sensitive cases (e.g. potential fraud, policy violations) to senior staff for further assessment

What We Are Looking For:

• 0–2 years of customer service experience, preferably in gaming or tech industries
• Basic familiarity with support tools and ticketing systems; exposure to data tracking or reporting is a plus
• Comfortable working within structured processes and cross-functional teams, with a willingness to learn and adapt
• Passionate about the gaming & tech industry. Experience with HoYoverse products is a strong plus
• Fluent in English (knowledge of Mandarin or any other languages is a plus, but not required)
• Clear and professional written and verbal communication skills, with the ability to interact effectively with players and internal team members