Player Support Executive

About the Role

The Player Support Executive will work in tandem with different operations teams (community, development, QA and marketing teams) to understand the needs of the game's userbase and deliver a world-class player experience.

Key Responsibilities

• Provide end-to-end support to players across email, chat, ticketing, and community channels.
• Resolve complex player issues and manage escalations with empathy and professionalism.
• Maintain SLA adherence, response quality, and customer satisfaction targets.
• Investigate account, gameplay, payment, technical, and policy-related concerns.
• Identify trends from player feedback and collaborate with Product, QA, Operations, and Engineering teams for improvements.
• Support incident management and player communication during outages or major issues.
• Mentor junior support executives and assist with training and quality initiatives.
• Create and maintain knowledge base articles, SOPs, and response templates.
• Regularly achieve KPIs such as CSAT, FRT, resolution time, and escalation rates.
• Recommend process improvements to improve efficiency and player experience.

Requirements & Tech Stack

• Experience in customer/player support, gaming operations, or customer experience.
• Strong written communication and problem-solving skills.
• Ability to handle high-volume and escalated cases.
• Familiarity with CRM/ticketing tools and support analytics.
• Data-driven mindset with focus on player advocacy and continuous improvement.
• Ability to work in a 24/7/365 environment including different shifts during day & night.
• Computer literate.

Outcome Focus

• Deliver exceptional player experience while balancing player satisfaction, operational efficiency, and business objectives.