HyperHug is an international game development company that brings the joy of pure gameplay to the next level. Our games are being played by more than 50 million people all over the world. Our people work worldwide from Cyprus, Armenia, Kazakhstan and Indonesia. We are always looking for talented individuals to join our team and help us create even better games.

Role Overview
We’re looking for a part-time Support Agent to help us deliver fast, friendly, and accurate assistance to our players. You’ll manage incoming tickets, maintain and improve our knowledge base, set up basic automations or bots when needed, and handle Russian/English-language reviews via Appfollow.

Responsibilities

• Respond to player inquiries in Helpshift with clarity and empathy.

• Correctly categorize, tag, investigate, and escalate tickets when needed.

• Review complaints, verify evidence, and apply account actions (including bans) when appropriate.

• Perform required actions in internal tools/systems to resolve player cases.

• Update and create FAQ/KB articles, proofread content for new releases.

• Monitor our Discord community for bug reports and player issues.

• Validate community bug reports and prepare structured bug tickets for the development team.

• Support and create Helpshift automations and bots (adjust rules, report errors).

• Handle Russian/English reviews via Appfollow: respond, categorize, escalate key issues.

• Monitor recurring problems, identify incidents, and provide structured feedback.

• Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.

Requirements

• Experience in customer support (gaming/mobile preferred).

• Strong written English and clear, friendly communication.

• Fluent Russian - internal communication and documentation.

• Familiarity with Helpshift, willingness to learn automation workflows.

• Experience with Appfollow or similar platforms is a plus.

• Ability to follow processes, use internal tools, and document actions.

• Organized, detail-oriented, quick learner, able to work independently.

• Able to work during weekends.

What We Offer

• The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms

• A strong, supportive team passionate about creating great games

• Competitive salary

• A flexible work environment

• Opportunities for professional growth

• A culture that values creativity, initiative, and collaboration