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