Niantic inspires people to explore the world together, and Player Support is by their side at every stage of their journey. The Player Support team is focused on providing high-quality service and quick issue resolution to Niantic players, in addition to leveraging data and customer insights to drive improvements and optimizations to the player experience.

The candidate will work closely with Global operations, Tokyo Studio, and cross-functional team leads to develop and execute toward shared goals.

Responsibilities

Become a game expert and partner closely with the game team to gain deep knowledge of our products and roadmaps.
Build trust and collaborate to set OKRs and drive the success of our games.
Champion player experience and ensure seamless player support experiences by supervising comprehensive, multi-lingual support programs, including oversight of support channels across in-app, social, and community platforms.
Report regularly on support outcomes and advocate for players by ensuring their feedback and insights are shared with internal partners.
Engage with the Global Player Support team to facilitate programmatic enhancements and encourage the implementation of standard methodologies.
Master support tools, acquire in-depth knowledge of them, and set up ticketing systems and forums in line with industry-standard processes and organizational strategy.
Collaborate with the Global Player Support Systems & Tools lead to ensure optimal configurations.
Be a content maestro and create a diverse range of compelling content for players and support agents, ensuring new features, known issues, live ops, and live event resources are prepared in a timely and accurate manner.
Leverage localization processes and AI tools to develop Help Center articles, social posts, training materials, and more.
Drive successful outcomes by fostering strong communication channels with internal cross-functional teams and external partners.
Ensure timely reporting and sharing of critical information for effective decision-making and collaboration.
Attend live events and prepare resources for onsite support of players.
Proactively identify and resolve potential logistical and technical challenges for live events and in-game activities.
Collaborate with vendors and on-site teams to ensure smooth event delivery.
Assist with Niantic's other live game events as needed.
Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.
Required in-office 3 days on Tuesday, Wednesday, and Thursday.

Qualifications

BA/BS degree and 3+ years of experience in streamlining and scaling Player Experience or operational programs of a global product in the digital industry.
Strong written and verbal communication skills in Japanese and English. Fluency in additional languages is a strong asset.
Validated experience leading complex projects and working with multiple partners under pressure.
Demonstrated ability to find effective, solution-oriented approaches to challenges.
Passion for improving player experiences, with a strong sense of ownership and initiative.
Passion for Niantic’s mission and products.
Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.
Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.

The total compensation package for this position includes a new hire offer base salary range of JPY 7,074,000.00 - JPY 7,860,000.00 + bonus + equity + benefits.

Individual pay within this salary range is determined by work location and additional factors, including assessed job-related skills, experience, and relevant education or training. Your recruiter can answer any questions about new hire total compensation during the hiring process. An overview of benefit offerings for your location can be found on the careers page.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zürich.

Candidate Privacy Policy

I understand that by submitting my job application, the information I provide as part of that application will be used in accordance with Niantic’s Privacy Notice for Job Applicants and Candidates.

If required by law, by submitting my job application I consent to the processing of my information as described in that Notice, including processing information I voluntarily disclose to Niantic, such as health or medical information, race or ethnicity data, and sexual orientation data and, in limited circumstances sharing information with third parties such as references and other third parties that assist in the hiring process.

Niantic, Inc.

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