Player Experience Specialist

(Part-Time 8 Months)

The Opportunity

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.

A Player Experience Specialist’s Key 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.

Your Track Record Includes

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

Hyper Hippo Welcomes Everyone to Apply! Hyper Hippo is an equal opportunity employer and we celebrate every single person and what makes them unique. Having a workforce composed of individuals with different experiences and backgrounds allows our team to make better decisions and create new and exciting ideas to bring to our players. We strive for every Hippo to feel a true sense of belonging and trust.

What We Offer! Competitive wages: We provide a competitive pay package to match your experience and expertise. Remote Work Flexibility: Enjoy the convenience of working from home or anywhere (in Canada) that suits your lifestyle. Engage with the Community: Your role will focus on creating and growing communities around the games you support, building lasting connections with players from around the world.

Remote Work

Our culture is built on a foundational set of core values that unite us as one team, wherever you’re working from. We are digital-first and hire remotely (with possible travel to BC or Ontario) across Canada with a focus in BC and Ontario.

What We’re Building at Hyper Hippo Entertainment

Hyper Hippo is an award-winning mobile game studio dedicated to making entertainment that has a positive impact on the world. We foster a creator-driven culture, meaning that when you’re part of the Hyper Hippo team, this is your studio. If you’re someone who wants to learn, grow and keep leveling up your craft, we’re here to support you to make decisions, experiment with ideas and try new things. It’s how we got where we are today!

AI Use

We use artificial intelligence (AI) tools to support our recruitment process. AI helps us with tasks like drafting job descriptions, creating interview questions, and note taking during interviews. Final hiring decisions are always made by our team. Our goal is to use AI responsibly to streamline administrative tasks and maintain fair, unbiased hiring practices.

Existing vacancy disclosure

This posting is for an existing vacancy within our organization.