Player Experience Specialist

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.

Your objective is to provide fast, high-quality player support while turning player feedback into actionable insights that improve our games and overall player experience.

You'll manage player support and community channels, investigate issues, monitor player sentiment, and work closely with Product, QA, Engineering, and Marketing to ensure players are heard and supported.

Responsibilities

Player Support

• Manage player support across Zendesk, in-game support, 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 in a timely and player-focused manner
• Escalate bugs, exploits, and critical issues to QA, Engineering, and Product teams
• Maintain and improve FAQs, support documentation, and the player knowledge base

Community & Player Insights

• Moderate and engage with communities across Discord, Reddit, Facebook, and other relevant platforms
• Monitor player sentiment, feedback, recurring issues, and emerging trends
• Produce weekly Voice of the Player reports with key insights and actionable recommendations
• Build positive relationships with players through clear and professional communication
• Identify opportunities to improve player retention through support and community engagement

LiveOps & Performance

• Support LiveOps by communicating events, updates, maintenance, and other important information
• Monitor support KPIs, service levels, CSAT, and SLA performance
• Collaborate with Product, QA, Engineering, and Marketing to improve the overall player experience
• Continuously improve support processes, tools, and automation

Success Looks Like

• Responding to player inquiries quickly while maintaining high-quality communication
• Resolving player issues efficiently and minimizing unnecessary escalations
• Maintaining strong App Store and Google Play ratings through consistent review management
• Identifying recurring issues before they become widespread problems
• Providing player insights that contribute to product improvements
• Maintaining strong CSAT and SLA performance
• Building positive relationships with the player community
• Taking ownership of the player experience across all support channels

Qualifications

• 1–3 years of experience in Customer Support, Community Management, Player Experience, or a similar role
• Passion for mobile games and delivering great player experiences
• Experience with Zendesk, Freshdesk, Intercom, or similar support platforms
• Experience responding to App Store and Google Play reviews
• Experience moderating communities across platforms such as Discord, Reddit, or Facebook
• Strong written communication, analytical, and problem-solving skills
• Ability to investigate player issues and clearly document bugs for internal teams
• Ability to prioritize multiple requests 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.