Support Executive - Games

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 : 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 :

Excellent written and verbal communication skills (English and Hindi preferred).

Strong organizational and time-management skills.

Basic understanding or strong interest in

mobile games .

Proficiency in

Google Sheets / Excel, Email tools, WhatsApp Web, and Discord .

Ability to multitask and manage multiple support threads efficiently.

Prior experience in

player support, customer service, or operations

is a plus.

Bonus Skills (Preferred) :

Experience using

bug tracking or task management tools

like ClickUp, Jira, or Trello.

Familiarity with

Discord moderation or ticket bots .

Understanding of gaming communities, terminology, and player expectations.

How to Apply?

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