Game Customer Service Manager

About the Role

Build and lead game's customer service operation across Southeast Asia and South America, ensuring player satisfaction and driving continuous improvement across product, esports, and marketing.

Job Responsibilities:

• Build and manage the game customer service framework for SEA/SA markets; define SOPs, response standards, and quality KPIs

• Establish multilingual support capabilities (Bahasa Indonesia / English / Portuguese); manage outsourcing vendors or build in-house team

• Handle customer complaints, account issues, and refund escalations; implement triage workflow and liaise with product team to resolve root causes

• Monitor customer feedback data, produce daily/weekly reports, identify trending issues, and drive cross-functional resolution

• Partner with Product Operations, Esports, and Marketing teams to manage escalation and community sentiment around events and campaigns

• Develop training programs to build the team's product knowledge, troubleshooting skills, and issue resolution capability

Job Requirements

• Bachelor's degree or equivalent

• Native in Bahasa Indonesia; professional working proficiency in English

• 3+ years in game customer service or user operations; experience with mobile game publishing in overseas markets is a strong plus

• Deep understanding of SEA/SA player behavior, cultural norms, and communication preferences

• Strong project management skills; able to drive cross-functional initiatives independently

• Familiar with customer service platforms (e.g., Zendesk, Freshdesk, LiveOps) is preferred

Preferred Qualifications

• Additional language skills: Tagalog and/or Portuguese

• Experience building customer service operations from scratch

• Knowledge of FPS games

• Experience with esports, tournaments, or social media customer support