Company overview

Smilegate is a Mega Value Innovator in Entertainment headquartered in Korea. Since its foundation in 2002, Smilegate has continuously strived for happier lives and a more hopeful society by developing and providing quality games and content. Smilegate operates businesses in areas of game development and services, investments, and social contributions; develops and discovers various games and cultural content; and provides them as global services by increasing their value. The representative game is CROSSFIRE that world’s no.1 online FPS game with more than 670 million players from 80 countries, and has surprising records such as having over 8 million concurrent users has reached $10.5 billion in sales revenue since its global launch.

Smilegate Vietnam

Entering the Vietnam market in 2023, Smilegate Vietnam‘s mission is to provide stable development & operation of the Smilegate platform and services, expanding beyond the development center to the region and expanding into an Asian hub.

Job description

Customer Service Operations

• Support and handle user requests and questions on the STOVE platform and game products. 
• Receive, categorize, and resolve customer issues according to processes and SLAs. 
• Monitor, synthesize user feedback, and coordinate with relevant departments to handle arising issues. 
• Suggest improvements to improve service quality and user experience. 

Platform Operations & QA

• Operate and ensure stable operation of the STOVE platform and related services. 
• Perform testing of new features, platform updates, and games before release. 
• Detect, record, and track errors (bugs) and coordinate with relevant departments to handle them. 
• Monitor platform activity and user feedback after deploying new features/updates. 
• Support testing and ensure the quality of user experience for game products.

Event & Communication Support (Ad-hoc)

• Support the implementation of events or communication activities when required. 
• Coordinate with stakeholders to ensure information is implemented accurately and consistently. 
• Support tracking and summarize results after the event. 

Your skills and experience

Must-have:

• At least 1 year of experience as a Customer Service/ QA/ Operation in the game industry or similar positions. 
• Understanding the game operation process, customer support, and handling problems arising during the live-service process. 
• Experience in QA testing, bug reporting, and coordinating with Product/Development teams to handle bugs. 
• Communication skills, problem-solving, and coordination with multiple stakeholders. 
• Be careful, proactive, have a sense of responsibility, and the ability to work in a fast-changing environment. 
• Ability to read and comprehend documents and communicate in English or Korean 

Nice-to-have

• Ability to read and comprehend documents and communicate in Korean (Plus) 
• Experience operating large-scale online games. 
• Have experience operating a game platform, launcher, or game community service. 
• Proficient in task management tools and bug tracking such as Jira, Confluence 
• Experience working with foreign teams, especially Korean. 
• Knowledge of the STOVE Platform or similar game distribution platforms is an advantage. 

Why you‘ll love working here.

The benefits we offer

 Health and Wellness

• Premium health insurance
• Safe, ethical, secure, and healthy workplace

 Financial Well-Being

• Competitive compensation package
• Annual bonus program

 Personal Development

• Budget for individual learning & development

 Work-life balance

• 14 days of paid annual leave, increasing by 1 day each year
• Flexible working timeframe

 Workplace experiences

• Modern working equipment
• Well-stocked pantry to relax and recharge.
• Engagement activities (monthly team bonding, yearly company trip…)
• Business trip opportunities to Korean Headquarters