Player Experience Specialist

About the role

As a Player Experience Specialist at Naphora Games Group, you will own and support the player experience across our mobile titles. You will provide fast, high‑quality support while turning player feedback into actionable insights that improve our games.

Key responsibilities

• Manage player support across Zendesk, in‑game tools, email and social channels.
• Investigate and resolve issues related to accounts, purchases, gameplay, progression and technical problems.
• Respond to App Store and Google Play reviews promptly and player‑focused.
• Maintain and improve FAQs, support documentation and the player knowledge base.
• Moderate and engage with communities on Discord, Reddit, Facebook and other platforms.
• Monitor player sentiment, produce weekly Voice of the Player reports and provide actionable recommendations.
• Support LiveOps communications for events, updates and maintenance.
• Track support KPIs, CSAT and SLA performance and collaborate with Product, QA, Engineering and Marketing to enhance the overall experience.

Required profile

• 1–3 years of experience in Customer Support, Community Management or a related player‑experience role.
• Passion for mobile games and delivering great player experiences.
• Strong communication skills and ability to work cross‑functionally.

Required skills

• Zendesk
• Discord
• Reddit
• Facebook
• App Store
• Google Play