Associate / Senior Associate, Game Operations (Customer Service and AI)
Job Description
- Create, optimize and maintain AI agents on an inhouse CRM platform
- Lead the deployment of AI-driven solutions for customer service operations
- Collaborate with technical teams to integrate AI solutions into new or existing workflows
- Monitor performance of AI agents using customer ticket data and metrics
- Improve customer service related metrics such as CSAT score, first reply time and first-contact resolution
- Investigate, troubleshoot, and efficiently resolve customer issues following established workflows and/or policies
- Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems
Job Requirements
- Bachelor's Degree or above from a reputable university
- Excellent written communication skills, including good grammar and clarity
- Strong analytical, problem-solving and project management skills
- Process-oriented mindset, with the ability to spot workflow gaps and suggest practical improvements
- Proactive and able to work independently
- Comfortable adapting to a fast-paced working environment
- Familiarity and experience with AI tools are preferred
- Proven experience in email or ticket-based customer support is an advantage