Customer Experience and Product Operations Specialist at HoYoverse

Singapore

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, EntertainmentIndustries

Requirements

5+ years of experience in customer experience, operations, or related business functions
Proven track record of improving complex service operations or driving impactful projects across teams
Strong project management skills with a hands-on, get-things-done mentality
Exposure to AI-based support tools, automation, or digital CX transformation (strong advantage)
High learning agility, adaptability, and the ability to thrive under pressure in a fast-changing environment

Responsibilities

Drive the optimization of customer support workflows, systems, and tools to improve efficiency and service quality
Collaborate closely with product, operations, and customer-facing teams to ensure seamless execution and feedback loops
Lead initiatives involving automation, process transformation, and the application of AI/tech tools in the CX space
Own key operational projects from ideation to rollout — with a focus on impact, execution, and iteration
Act as a strong internal advocate for the customer, helping the organization balance experience with scalability

Skills

Key technologies and capabilities for this role

Customer ExperienceProduct OperationsOperations ManagementCross-functional CollaborationCustomer Journey

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary for this role?

This information is not specified in the job description.

What experience and skills are required for this position?

Candidates need 5+ years of experience in customer experience, operations, or related business functions, a proven track record of improving complex service operations or driving impactful projects, strong project management skills with a hands-on mentality, and exposure to AI-based support tools, automation, or digital CX transformation.

What is the company culture like at HoYoverse?

HoYoverse emphasizes community at the heart of everything they do, fostering an enthusiastic and inclusive global community for fans of ACG (Animation, Comics, and Games), while pushing boundaries in game development technologies.

What makes a strong candidate for this role?

A strong candidate has a background in operations, product, or business roles with 5+ years experience, can operate across functions, bring structure to chaos, and has exposure to AI tools and CX transformation.

HoYoverse

Creates immersive games and digital content

About HoYoverse

HoYoverse creates engaging virtual world experiences through its popular games like Genshin Impact and Honkai Impact 3rd. These games feature captivating stories, complex gameplay, and impressive graphics. Players can download and play these games for free, but they have the option to purchase in-game items to enhance their experience. This free-to-play model helps keep players engaged and encourages spending. In addition to gaming, HoYoverse produces animations, comics, music, and merchandise based on its game characters, which helps build a loyal fan base and creates additional revenue. Unlike many competitors, HoYoverse focuses on a diverse range of digital content and community engagement through platforms like HoYoLAB. The company's goal is to continuously improve its virtual worlds and maintain a strong presence in the gaming industry.

None, IndonesiaHeadquarters

2022Year Founded

VENTURE_UNKNOWNCompany Stage

Consumer Software, Entertainment, GamingIndustries

1,001-5,000Employees