Role Summary

We’re looking for a Player Experience Specialist to join our growing team at Naphora Games Group and help us deliver a great experience for players across our mobile games.

This role can be hybrid from our Riyadh office or fully remote from any location, with fluency in Arabic and English required.

You’ll act as a key connection between our players and the teams building our games, providing fast, high-quality support while turning player feedback, issues, and sentiment into actionable insights that help us continuously improve our games and overall player experience.

The role involves managing player support and community channels, investigating issues, identifying recurring patterns, and monitoring player sentiment, while working 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

2–4 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 (mandatory)

Player Experience Specialist