Player Experience Specialist (Part-Time 8 Month Contract)

Hyper Hippo•Vancouver, BC

2d•CA$19 - CA$22•Remote

About The Position

Join our Player Experience team as we continue in our mission to provide best-in-class player experiences to every person that we connect with! We want to build strong, growing communities around the games we support, and provide a connection and ‘experience’ for people who contact us. We want to be the reason they tell their friends about a game, and why they keep coming back to play. Through social media, community, and support channels we aim to provide the best player experience possible! In this role, you would interact with our players on a daily basis. Whether it’s answering questions through our email queue, chatting with fans on social media, moderating forum discussions, or representing Hyper Hippo through app store review responses, you’ll use a range of skills to support players across multiple channels.

Requirements

Experience in the customer service industry – preferably in tech or gaming
Great understanding of social media platforms and how to use them
Strong written and verbal communication skills
Strong knowledge of mobile devices and computers – able to troubleshoot issues
Self-motivated and self-directed
Open and excited to learn new tasks
Ability to collaborate with team members to accomplish goals and objectives
A positive attitude and the ability to thrive in a dynamic environment with changing products, market standards and procedures
Comfortable working with a team and providing peer feedback
Ability to work independently while staying connected with the team
Adaptability when player needs or team priorities shift

Responsibilities

Deliver exceptional support to our players through Helpshift by responding to tickets with empathy, resolving issues, and ensuring every player feels heard, valued, and supported.
Engage with our communities across social media, app store reviews, Discord, Reddit, and game forums by answering questions, addressing concerns, and fostering positive player experiences.
Partner with QA and Live Ops teams to investigate issues, troubleshoot player-reported problems, and communicate updates during game launches, live events, and service interruptions.
Collect, analyze, and share player feedback and community sentiment to help inform product improvements, feature discussions, and future game development.
Build trust and strengthen long-term player relationships by providing timely, thoughtful communication that encourages players to return and stay engaged with our games.