Player Experience Specialist
- Saudi Arabia
Posted 3 days ago
About the role
At Naphora Games Group, we're building more than games, we're building a global team of ambitious, driven people who are hungry to learn, experiment, and raise the bar for the next generation of games.
We collaborate openly, move fast, and challenge ourselves every day to build better, smarter, and faster.
Our goal is to create world-class games that players around the globe love and remember. If you thrive in a high-performance, ownership-driven environment and want to make a real impact, you'll fit right in with us.
Role Summary
Own and support the player experience across Naphora's mobile games, acting as a key connection between our players and the teams building our games.
Your objective is to provide fast, high-quality player support while turning player feedback, issues, and sentiment into actionable insights that help us continuously improve our games and overall player experience.
You'll manage player support and community channels, investigate issues, identify recurring patterns, monitor player sentiment, and work closely with Product, QA, Engineering, and Marketing to make sure our players are heard and supported.
Responsibilities
Player Support
- Manage player support across Zendesk, in-game support, email, and other relevant channels
- Investigate and resolve issues related to 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
- Clearly document player-reported issues to help internal teams investigate and resolve them efficiently
- Maintain and continuously improve FAQs, support documentation, and the player knowledge base
Community & Player Insights
- Engage with and moderate player communities across Discord, Reddit, Facebook, and other relevant platforms
- Monitor player sentiment, feedback, recurring pain points, and emerging trends
- Turn 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 improve the player experience, engagement, and retention based on player feedback and behavior
LiveOps & Performance
- Support LiveOps by communicating events, updates, maintenance, known issues, and other important information to players
- Monitor support KPIs, 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
Success Looks Like
- Providing fast, helpful, and consistent support across player channels
- Investigating and resolving player issues efficiently and thoroughly
- Identifying recurring problems and emerging trends early and communicating them to the right teams
- Translating player feedback into clear insights and recommendations that contribute to product improvements
- Managing App Store and Google Play reviews consistently and ensuring player concerns are addressed
- Maintaining strong CSAT, response time, resolution time, and SLA performance
- Building positive relationships with the player community and making sure players feel heard
- Continuously improving support processes as our games and player base grow
- Taking ownership of player issues and following them through to resolution
Qualifications
- 1–3 years of experience in Customer Support, Player Experience, Community Management, or a similar role
- Strong interest in mobile games and delivering great player experiences
- Experience with Zendesk, Freshdesk, Intercom, or similar customer support platforms
- Experience managing player or customer communication across multiple channels
- Experience responding to App Store and Google Play reviews
- Experience engaging with or moderating online communities such as Discord, Reddit, or Facebook
- Strong written communication skills with the ability to communicate clearly, professionally, and empathetically
- Strong analytical and problem-solving skills with the ability to identify patterns across player issues and feedback
- Ability to investigate player issues and clearly document bugs and relevant information for internal teams
- Proactive and ownership-driven, with a willingness to follow issues through to resolution
- Comfortable managing multiple priorities in a fast-paced live service environment
- Understanding of LiveOps, Free-to-Play mobile games, player retention, and community engagement is highly desirable
- Experience with Jira, Confluence, AI-assisted support tools, or support automation is an advantage
- Fluent in English; Arabic is an advantage
If this role excites you and you're ready to help shape the future of game development at Naphora, we encourage you to apply.