Customer Support

Summary

Join HyperHug, an international game development company, as their first Customer Support Specialist to build their player experience from the ground up for their multiplayer survival shooter mobile game, Oxide: Survival Island. You will be the primary point of contact for players, providing fast, friendly, and effective support via email and support tickets. This role offers a unique opportunity to design and lead the customer support function, defining processes, shaping documentation, and influencing community interaction. You will manage support systems, create documentation, collaborate with developers, track issues, improve support processes, collect player feedback, define SLAs, and participate in LiveOps readiness. The ideal candidate will have a passion for gaming and proven experience in customer support within the gaming or mobile apps industry.

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

Responsibilities

• 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

Benefits

• Competitive salary
• A flexible work environment
• Opportunities for professional growth