Player Experience Specialist📣 Job Ad

About Naphora Games Group

Naphora Games Group is seeking a Player Experience Specialist to join our team in Saudi Arabia. This full-time role is integral to fostering a positive and engaging experience for players across our mobile game portfolio.

Role Overview

The Player Experience Specialist will manage and support the player experience, acting as a crucial link between our players and the teams responsible for game development. The primary objective is to deliver fast, high-quality player support while converting player feedback, issues, and sentiment into actionable insights. These insights will continuously inform improvements for our games and the overall player experience.

Key Responsibilities

• Manage player support across various channels, including Zendesk, in-game support, and email.
• Investigate and resolve issues related to player accounts, purchases, gameplay, progression, and technical problems.
• Respond to App Store and Google Play reviews in a timely, helpful, and player-focused manner.
• Identify recurring issues and escalate bugs, exploits, and critical problems to QA, Engineering, and Product teams.
• Document player-reported issues clearly to assist internal teams in efficient investigation and resolution.
• Maintain and continuously improve FAQs, support documentation, and the player knowledge base.

Community Engagement and Insights

• Engage with and moderate player communities across platforms such as Discord, Reddit, and Facebook.
• Monitor player sentiment, feedback, recurring pain points, and emerging trends.
• Translate player conversations and support data into meaningful insights for internal teams.
• Produce regular "Voice of the Player" reports highlighting key themes, issues, opportunities, and actionable recommendations.
• Build positive relationships with players through clear, empathetic, and professional communication.
• Identify opportunities to enhance player experience, engagement, and retention based on player feedback and behavior.

Live Operations and Performance

• Support LiveOps by communicating events, updates, maintenance, and known issues to players.
• Monitor support Key Performance Indicators (KPIs), including response and resolution times, CSAT, and SLA performance.
• Collaborate closely with Product, QA, Engineering, and Marketing to resolve player issues and improve the overall experience.
• Identify opportunities to improve support workflows, tools, documentation, and automation.
• Contribute to creating scalable and efficient Player Experience processes as our games and player base grow.

Qualifications and Attributes

• 0-1 years of experience in a relevant field.
• Demonstrated ability to provide fast, helpful, and consistent support across player channels.
• Proven capability to investigate and resolve player issues efficiently and thoroughly.
• Skill in identifying recurring problems and emerging trends early, and communicating them to relevant teams.
• A track record of translating player feedback into clear insights and recommendations that contribute to product improvements.
• Experience managing App Store and Google Play reviews consistently and ensuring player concerns are addressed.
• Ability to maintain strong CSAT, response time, resolution time, and SLA performance.
• A commitment to building positive relationships with the player community and ensuring players feel heard.
• Proactive approach to continuously improving support processes as games and player base expand.
• Strong sense of ownership for player issues, seeing them through to resolution.