The Sr. Player Support Executive (4 to 7 years’ experience) will work in tandem with different operations teams (community, development, QA and marketing teams) to understand the needs of the game's userbase. Bring them to the client’s attention to deliver a world-class player experience.
Key Responsibilities of Player Support Executive
- 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.
Skills & Experience:
- 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.
- Work in 24/7/365 environment including different shifts during day & night.
- Computer literate.
Pay: ₹10,429.58 - ₹30,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
