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Bilingual CS Ops Specialist (Chinese)

Machine Zone (An AppLovin Company) is a global leader in mobile gaming, with a track record of delivering some of the world’s most successful mobile games including Game of War , Mobile Strike and Final Fantasy XV: A New Empire . We combine the power of technology and creative vision to create experiences that connect people from all corners of the globe. Machine Zone was acquired by AppLovin in May 2020.

AppLovin is a Certified Great Place to Work, one of Inc.’s Best Workplaces and a recipient of the 2019 Glassdoor Top CEO employee’s choice award. The San Francisco Business Times and Silicon Valley Business Journal awarded AppLovin one of the Bay Area’s Best Places to Work in 2019, 2020 and 2021, and the Workplace Wellness Award in 2019 which recognizes businesses that are leaders in improving worker well-being.

As a member of Machine Zone’s CS Ops team you will coordinate with Production, Design, QA, and Support teams to deliver best-in-class service to our players. Additionally you will serve as a subject matter expert and a first responder for the CS organization on all deployments, releases, and incidents.

It is vital for all CS Ops Specialists to always demonstrate exceptional judgment and communication practices, and a deep understanding of product strategies including sales, events, economy and game design. As a vital hub of communication, technical writing skills are paramount in ensuring that information is disseminated with exceptional clarity. In everything they do, we rely on our CS Ops Specialists to demonstrate our core values and commitment to players with all actions and decisions.

What you’ll be doing:

• Serve as CS PoC for all product related incidents
• Draft public facing content (self-help articles, issue-based communications, etc.)
• Write and maintain all standardized responses for the CS organization (macros, AR, ND)
• Respond to all game support inquiries in a timely manner
• Actively monitor all customer contact points, queues, and service levels
• Develop and maintain action plans for high and low queue conditions
• Ensure that product issues are documented in JIRA with all details and repro steps
• Demonstrate expert technical writing skills, ensuring that game support information is disseminated well and easily understood by all ticket taking agents
• Seek out issue trends and 1) escalate issues to appropriate internal teams including investigation and issue recognition 2) ensure that CS teams are given guidance for ticket handling and 3) provide support where needed through mass responses.
• Work closely with QA, Design, and Live Ops teams to investigate, prioritize, and resolve live issues.

Your background and who you are:

• 3+ year of experience in a project focused or analytical role
• Fluency in Chinese and English
• Excellent communication skills – both oral and written. You will be relied upon to communicate in a technical and fast paced environment with game teams, and drafting messages for our broad player base as needed.
• Organizational skills, detail-oriented problem solving approach, and adaptability to change
• Ability to communicate effectively and stay calm while under pressure, particularly cross-departmentally
• Strong analytical and technical troubleshooting skills

Bonus points:

• B.A. in Communications or Computer Science
• Knowledge of or experience with SQL
• 1+ years directly supporting mobile free-to-play games

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AppLovin is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.