Who We Are

Mattel163 is a leading game studio creating highly engaging mobile games for a global audience.

Founded in 2017 as a joint venture between the iconic toy company Mattel and the Chinese internet giant NetEase, Mattel163 employs nearly 300 talented people in offices across Los Angeles and Hangzhou. With more than 550 million players to date, Mattel163 is the name behind some of the highest-grossing and most engaging mobile games developed based on iconic toy IPs from Mattel as well as its own original IPs.

Join us in connecting the world through play!

What You Will Be Doing

Oversee daily customer service operations, ensuring timely and professional handling of player inquiries and support tickets.
Monitor ticket queues, response quality, and service metrics, and prepare regular customer service and bug reports to identify key trends and improvement opportunities.
Monitor and escalate critical player-reported issues, ensuring proper documentation, tracking, and resolution through JIRA and related tools.
Update and maintain FAQs, knowledge base articles, and standardized response templates to improve support efficiency and consistency.
Coordinate with Product, QA, and Development teams to investigate and resolve player-reported issues.
Collect and analyze player feedback and service data, driving continuous improvements in customer service processes and overall player experience.

What We Are Looking For

Bachelor’s degree or above.
Minimum 5 years of online Customer Service, Player Support, or related experience, preferably within the gaming, entertainment, or technology industry.
Thorough understanding of customer service operations, tools and ticket management systems.
Hands-on experience with JIRA, Confluence, and and familiarity with GDPR compliance requirements.
Strong problem-solving, organizational, collaboration and communication skills.
Excellent written and verbal communication skills in English and Chinese; additional language skills such as Spanish or German are a strong plus.
Passion for gaming and familiar with gaming communities and player expectations.

Why Join Us

Work on globally recognized mobile gaming titles.
Collaborate with talented teams across Product, QA, Community, and Development.
Opportunity to shape the player experience and build a world-class customer support function.
Dynamic international work environment with strong growth and development opportunities.

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