Customer Support Specialist - Remote

Overview

We are looking for our first Customer Support Specialist to join HyperHug and help build our player experience from the ground up. You’ll be the voice of Oxide: Survival Island — our multiplayer survival shooter for mobile — ensuring every player gets fast, friendly, and effective help via email and support tickets.

In Short

• Respond to player inquiries and support tickets with clarity, empathy, and professionalism.
• Set up and manage support systems and tools (e.g., ticketing platforms, auto-replies, FAQs).
• Create and maintain internal and external documentation to address common issues and player needs.
• Work closely with developers, community, and game designers to track, report, and escalate recurring issues or gameplay blockers.
• Continuously improve support processes to ensure faster resolution times and higher player satisfaction.
• Collect player feedback and summarize actionable insights for the development team.
• Help define support SLAs and measure KPIs like response time, CSAT, and resolution rate.
• Participate in LiveOps readiness — ensuring the support team is prepped for new updates and seasonal content.
• Advocate for player needs while balancing technical and business constraints.

Requirements

• 2+ years of experience in customer support, ideally in the gaming or mobile apps industry.
• Passion for games — especially mobile and multiplayer titles.
• Exceptional written English and a clear, warm, and friendly communication style.
• Experience working with support platforms like Zendesk, Helpshift, or Freshdesk.
• Organized, structured thinker who enjoys bringing order to chaos.
• Strong problem-solving and critical thinking skills.
• Ability to work independently in a fast-paced, evolving environment.
• Willingness to take ownership and iterate quickly on systems and processes.

Benefits

• The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms
• A strong, supportive team passionate about creating great games
• Competitive salary
• A flexible work environment
• Opportunities for professional growth
• A culture that values creativity, initiative, and collaboration