We are looking for a Player Support Lead to join our Game Operations team in the USA. This role is responsible for ensuring the best possible player experience across all our games by leading and optimizing our player support efforts. If you are a passionate leader with a deep understanding of player needs and a proven track record of building and scaling player support operations, we want to hear from you.
What you’ll be doing:
- Oversee the day-to-day operations of player support, ensuring efficient and effective resolution of player issues.
- Lead and mentor a team of player support specialists, fostering a culture of excellence and continuous improvement.
- Develop and implement player support strategies, policies, and procedures to enhance player satisfaction and loyalty.
- Collaborate with game development, QA, and community teams to identify and address common player pain points and feedback.
- Monitor and analyze player support metrics, identifying trends and opportunities for improvement.
- Manage player escalations and complex issues, ensuring timely and satisfactory resolutions.
- Stay up-to-date with industry best practices and emerging technologies in player support.
- Contribute to the design and implementation of new player support tools and systems.
- Act as a player advocate within the organization, championing their needs and feedback.
What we are looking for:
- 5+ years of experience in player support or customer service leadership roles, preferably in the gaming industry.
- Proven track record of building and leading high-performing teams.
- Deep understanding of player support tools, technologies, and best practices.
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
- Excellent communication, interpersonal, and leadership skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Passion for games and a deep understanding of the player experience.
- Experience with global player support operations is a plus.
