Gaming Community Support Lead

Job Title : Support Executive – Games

Department : Player Support

Location : Remote / On-site

Time : 9 AM - 6 PM (First Shift), 5 PM - 2 AM (Second Shift), 1 AM - 10 AM (Night Shift)

No. of vacancies : 3

Job Overview :

We are seeking a proactive and detail-oriented Support Executive to manage all incoming player support communications across multiple channels including email, WhatsApp, and Discord for our games. The candidate will be responsible for replying to players, organizing reports, coordinating with internal departments, and ensuring smooth issue tracking and follow-ups.

Key Responsibilities :

• Handle and reply to all player support mails, WhatsApp messages, and Discord tickets or DMs related to company games.
• Collect, categorize, and document bug reports, gameplay issues, and player feedback from all support channels.
• Prepare daily and weekly reports summarizing key issues, player sentiments, and resolutions.
• Communicate important reports or recurring issues to the relevant departments (e.G., QA, Backend, Unity, or Design teams).
• Take follow-ups with respective teams to ensure timely issue resolution.
• Maintain and update the support tracking system to ensure all queries are properly logged and closed.
• Provide clear, polite, and brand-aligned responses to players to maintain positive engagement and trust.
• Coordinate with QA and LiveOps teams for bug verification and retesting when required.
• Identify repeated issues and propose improvements to FAQs, help articles, or automated support flows.

Requirements :

Bonus Skills (Preferred) :

How to Apply?

Send your resume to career@xsquads.com with the subject : Application : Support Executive – Games