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