Player Experience Specialist

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)