Job Description
Who Are We?
HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.
When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.
Responsibilities:
Support daily operations with outsourced BPO vendors handling Customer Service (CS) and Content Moderation (CM) for HoYoverse projects, ensuring smooth communication and coordination.
Track and report vendor performance on SLA, quality, productivity, accuracy, and compliance. Help prepare weekly and monthly review reports with data summaries and key insights.
Collect and analyze data from different vendor sites to identify trends, issues, and areas for improvement.
Work with internal QA and Training teams to review audits, find performance gaps, and follow up on improvement actions. Join calibration and feedback meetings to keep service tone and moderation standards consistent.
Coordinate with internal teams (CS, CM, Product, Localization, Policy) on workflow updates, documentation, and operational needs.
Support new process launches, testing, and tool rollouts to ensure vendors are aligned with HoYoverse standards.
Ensure vendors follow data protection, security, and ethical moderation policies. Escalate risks when needed and keep records of communications, reports, and process updates.
Requirements
Recent graduate (Class of 2024/2025) or graduated within one year, holding a Bachelor's degree or higher.
Strong interest in the gaming industry, operations management, customer service, or content safety.
Strong data sensitivity and analytical skills; able to spot issues from data and eager to learn how to turn findings into clear action plans. Proficiency in SQL or experience with data tools is a plus.
Excellent coordination and communication skills with a hands-on, "get-things-done" mentality and strong execution.
Organized, adaptable, and responsible, with a genuine passion for player experience and community well-being.
High learning agility and adaptability; able to thrive and grow quickly in a fast-paced, high-change environment and work well under pressure.
Relevant internship experience is a plus (e.g., data analysis, project management, operations support, BPO industry).
Industry background in tech, e-commerce, gaming, or other fast-paced sectors is preferred.
Fluency in both English and Mandarin (written and spoken) is highly preferred to coordinate with regional teams and vendors.
We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.