- Experience
- 1–3 yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 hours ago
- Work mode
- In office
- Resume
- Required to apply
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Job description
About the Role
At Naphora Games Group, we are committed to developing more than just games; we are cultivating a global team of enthusiastic and motivated individuals eager to learn, innovate, and elevate the standards for the future of gaming.
Our collaborative environment encourages agility and high standards, aiming to craft world-class games beloved by players worldwide. If you thrive in a fast-paced, ownership-oriented setting and wish to make a significant impact, you will fit well with our team.
Role Summary
You will be responsible for overseeing and enhancing the player experience across Naphora's mobile gaming portfolio. Your key tasks include delivering prompt and high-quality support to players while transforming player feedback into actionable insights to refine our games and their overall experience.
The role involves managing player support and community interaction platforms, troubleshooting issues, gauging player sentiment, and collaborating across teams including Product, QA, Engineering, and Marketing to ensure players' voices are acknowledged and their concerns addressed.
Primary Responsibilities
- Handle player support via Zendesk, in-game tools, email, and social media channels.
- Investigate and resolve problems related to player accounts, purchases, game progression, and technical issues.
- Respond promptly and empathetically to user reviews on App Store and Google Play.
- Report bugs, exploits, and urgent cases to QA, Engineering, and Product teams efficiently.
- Maintain and update FAQs, support guides, and the player knowledge base.
- Moderate and engage with player communities on Discord, Reddit, Facebook, and other relevant platforms.
- Track player feedback, sentiment, frequent issues, and emerging trends.
- Produce weekly reports summarizing key player insights and actionable recommendations.
- Foster positive relationships with players through clear and professional interaction.
- Discover methods to enhance player retention through effective support and community engagement.
- Support LiveOps by communicating events, updates, maintenance schedules, and other relevant announcements.
- Monitor key performance indicators for support, including service levels, customer satisfaction (CSAT), and service level agreements (SLA).
- Collaborate cross-functionally with product, quality assurance, engineering, and marketing to elevate player experience continually.
- Drive improvements in support procedures, implement advanced tools, and leverage automation.
Indicators of Success
- Provide swift responses to player questions while ensuring high communication quality.
- Efficiently resolve player problems, reducing unnecessary escalation.
- Maintain excellent App Store and Google Play ratings through active review management.
- Identify and address recurring player issues early to prevent broader problems.
- Deliver player insight reports that contribute to product enhancement.
- Sustain strong scores in CSAT and meet SLA commitments.
- Build and nurture positive relationships within the player community.
- Exhibit ownership over the player experience across all support channels.
Required Qualifications
- Between 1 to 3 years' experience in customer support, community management, player experience, or related areas.
- Demonstrated passion for mobile gaming and creating excellent player experiences.
- Familiarity with support platforms such as Zendesk, Freshdesk, or Intercom.
- Experience responding to player reviews on App Store and Google Play.
- Background in moderating gaming communities on platforms like Discord, Reddit, or Facebook.
- Strong skills in written communication, analytical thinking, and problem solving.
- Ability to investigate in-game player issues and provide clear documentation about bugs for internal teams.
- Capacity to prioritize and juggle multiple requests in a dynamic live service environment.
- Knowledge of LiveOps, free-to-play mobile game mechanics, player retention strategies, and community engagement highly desirable.
- Experience with Jira, Confluence, AI-powered support tools, or automating support functions is advantageous.
- Fluency in English is required; proficiency in Arabic is a plus.
Additional Information
This role is based onsite in Saudi Arabia, offering the chance to contribute meaningfully to the future of gaming development at Naphora Games Group.
Industry
Gaming