Player Experience Specialist

About the role

At Naphora Games Group you will own and support the player experience across our mobile titles. Acting as the bridge between players and development teams, you will deliver fast, high-quality support while turning feedback into actionable insights that improve our games.

Key responsibilities

• Manage player support across Zendesk, in-game tools, email and social channels, resolving issues related to accounts, purchases, gameplay and technical problems.
• Moderate and engage community platforms such as Discord, Reddit and Facebook, monitor sentiment and produce regular “Voice of the Player” reports.
• Communicate LiveOps events, maintenance and known issues, track support KPIs (response time, CSAT, SLA) and collaborate with Product, QA, Engineering and Marketing to close bugs and improve processes.
• Maintain and continuously improve FAQs, knowledge base articles and support documentation.

Required profile

• 1–3 years of experience in customer support, player experience or community management, preferably for mobile games.
• Strong written communication skills in English, with the ability to convey information clearly, professionally and empathetically.
• Analytical mindset with proven ability to identify patterns, document issues and turn feedback into actionable recommendations.
• Proactive, ownership-driven attitude and comfort managing multiple priorities in a fast-paced live-service environment.

Required skills

• Zendesk, Freshdesk or Intercom support platforms.
• Jira and Confluence for ticketing and documentation.
• AI-assisted support tools and support automation.
• Community platforms: Discord, Reddit, Facebook.