Player Support Lead

Position Overview

Great player support is part of what keeps games alive.

As aPlayer Support Lead, you will lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages. You will help ensure your team delivers consistent, professional, and player-focused support while meeting agreed operational and performance targets.

You will be responsible for daily team operations, including workload coordination, performance management, coaching, quality, training, and team development. Although you may occasionally handle player contacts to support escalations, training, or operational coverage, your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager.

Key Responsibilities
* Manage your team's attendance, performance, quality, conduct, and development.
Manage your team's attendance, performance, quality, conduct, and development.
* Manage daily workloads, queues, breaks, and priorities within the operational plan.
Manage daily workloads, queues, breaks, and priorities within the operational plan.
* Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
* Develop and implement performance improvement or disciplinary plans.
Develop and implement performance improvement or disciplinary plans.
* Own team training, quality calibrations, procedures, and knowledge content.
Own team training, quality calibrations, procedures, and knowledge content.
* Coordinate incident responses and approve actions within your delegated authority.
Coordinate incident responses and approve actions within your delegated authority.
* Handle player contacts when required.

Handle player contacts when required.
* Identify operational risks and recommend appropriate actions.
Identify operational risks and recommend appropriate actions.
* Support recruitment, onboarding, and probation reviews as necessary.
Support recruitment, onboarding, and probation reviews as necessary.
* Manage complex team issues and challenging conversations professionally.
Manage complex team issues and challenging conversations professionally.
* Contribute to client meetings, operational reports, and escalation follow-ups.
Contribute to client meetings, operational reports, and escalation follow-ups.

Required Experience & Skills
* At least one year of player support team leadership experience.
At least one year of player support team leadership experience.
* Strong communication and interpersonal skills.
Strong communication and interpersonal skills.
* Ability to manage employee performance, development, attendance, and conduct.
Ability to manage employee performance, development, attendance, and conduct.
* Strong coaching and leadership ability.

Strong coaching and leadership ability.
* Ability to manage workload planning, queue management, or workforce coordination.
Ability to manage workload planning, queue management, or workforce coordination.
* Experience handling incidents and complex player or operational escalations.
Experience handling incidents and complex player or operational escalations.
* Ability to support quality reviews, calibrations, and training.
Ability to support quality reviews, calibrations, and training.
* Strong organisational and prioritisation skills.
Strong organisational and prioritisation skills.
* Comfortable using player support platforms and productivity tools.
Comfortable using player support platforms and productivity tools.
* Ability to work effectively in a fast-paced, global team environment.
Ability to work effectively in a fast-paced, global team environment.

Nice to Have
* Experience with Zendesk, Helpshift, Intercom, or similar tools.
Experience with Zendesk, Helpshift, Intercom, or similar tools.
* Experience with Microsoft Office, Google Workspace, or similar tools.
Experience with Microsoft Office, Google Workspace, or similar tools.
* Experience supporting recruitment, onboarding, and probation reviews.
Experience supporting recruitment, onboarding, and probation reviews.
* Experience contributing to client communications and operational reporting.
Experience contributing to client communications and operational reporting.
* Experience working against quality, SLA, productivity, or CSAT targets.
Experience working against quality, SLA, productivity, or CSAT targets.
* Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities.
Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities.
* Additional languages.

Additional languages.

What We Offer
* A leadership role in the video games industry.
A leadership role in the video games industry.
* The opportunity to shape team performance and player experience.
The opportunity to shape team performance and player experience.
* Training and support in tools, pro