Player Experience Specialist

At Naphora Games Group , we’re building more than games, we’re building a global team of ambitious, driven people who are hungry to learn, experiment, and raise the bar for the next generation of games.

We collaborate openly, move fast, and challenge ourselves every day to build better, smarter, and faster.

Our goal is to create world-class games that players around the globe love and remember. If you thrive in a high-performance, ownership-driven environment and want to make a real impact, you’ll fit right in with us.

Role Summary

We’re looking for a Player Experience Specialist to join our growing team at Naphora Games Group and help us deliver a great experience for players across our mobile games.

This role can be hybrid from our Riyadh office or fully remote from any location , with fluency in Arabic and English required .

You’ll act as a key connection between our players and the teams building our games, providing fast, high-quality support while turning player feedback, issues, and sentiment into actionable insights that help us continuously improve our games and overall player experience.

The role involves managing player support and community channels, investigating issues, identifying recurring patterns, and monitoring player sentiment, while working closely with Product, QA, Engineering, and Marketing to make sure our players are heard and supported.

Responsibilities

Player Support

Manage player support across Zendesk, in-game support, email, and other relevant channels

Investigate and resolve issues related to accounts, purchases, gameplay, progression, and technical problems

Respond to App Store and Google Play reviews in a timely, helpful, and player-focused manner

Identify recurring issues and escalate bugs, exploits, and critical problems to QA, Engineering, and Product

Clearly document player-reported issues to help internal teams investigate and resolve them efficiently

Maintain and continuously improve FAQs, support documentation, and the player knowledge base

Community & Player Insights

Engage with and moderate player communities across Discord, Reddit, Facebook, and other relevant platforms

Monitor player sentiment, feedback, recurring pain points, and emerging trends

Turn player conversations and support data into meaningful insights for internal teams

Produce regular Voice of the Player reports highlighting key themes, issues, opportunities, and actionable recommendations

Build positive relationships with players through clear, empathetic, and professional communication

Identify opportunities to improve the player experience, engagement, and retention based on player feedback and behavior

LiveOps & Performance

Support LiveOps by communicating events, updates, maintenance, known issues, and other important information to players

Monitor support KPIs, response and resolution times, CSAT, and SLA performance

Collaborate closely with Product, QA, Engineering, and Marketing to resolve player issues and improve the overall experience

Identify opportunities to improve support workflows, tools, documentation, and automation

Contribute to creating scalable and efficient Player Experience processes as our games and player base grow

Success Looks Like

Providing fast, helpful, and consistent support across player channels

Investigating and resolving player issues efficiently and thoroughly

Identifying recurring problems and emerging trends early and communicating them to the right teams

Translating player feedback into clear insights and recommendations that contribute to product improvements

Managing App Store and Google Play reviews consistently and ensuring player concerns are addressed

Maintaining strong CSAT, response time, resolution time, and SLA performance

Building positive relationships with the player community and making sure players feel heard

Continuously improving support processes as our games and player base grow

Taking ownership of player issues and following them through to resolution

Qualifications

2–4 years of experience in Customer Support, Player Experience, Community Management, or a similar role

Strong interest in mobile games and delivering great player experiences

Experience with Zendesk, Freshdesk, Intercom, or similar customer support platforms

Experience managing player or customer communication across multiple channels

Experience responding to App Store and Google Play reviews

Experience engaging with or moderating online communities such as Discord, Reddit, or Facebook

Strong written communication skills with the ability to communicate clearly, professionally, and empathetically

Strong analytical and problem-solving skills with the ability to identify patterns across player issues and feedback

Ability to investigate player issues and clearly document bugs and relevant information for internal teams

Proactive and ownership-driven, with a willingness to follow issues through to resolution

Comfortable managing multiple priorities in a fast-paced live service environment

Understanding of LiveOps, Free-to-Play mobile games, player retention, and community engagement is highly desirable

Experience with Jira, Confluence, AI-assisted support tools, or support automation is an advantage

Fluent in English & Arabic (mandatory)

If this role excites you and you’re ready to help shape the future of game development at Naphora, we encourage you to apply.