Support Executive - Games

Job Title:

Department:

Location:

Job Overview:

Support Executive

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