Player Support Lead

About the role

As a Player Support Lead you will oversee a team of agents, specialists and experts who provide assistance to gamers across multiple projects, shifts and languages. You will ensure the delivery of consistent, professional, player‑focused support while meeting operational and performance targets.

Key responsibilities

• Manage team attendance, performance, quality, conduct and development.
• Coordinate daily workloads, queue priorities, breaks and shift planning.
• Conduct one‑to‑ones, coaching sessions, performance reviews and handle absences.
• Develop and enforce performance improvement or disciplinary plans.
• Own team training, quality calibrations, procedures and knowledge base content.
• Approve incident responses within delegated authority and handle escalated player contacts when needed.
• Identify operational risks and recommend corrective actions.
• Support recruitment, onboarding and probation reviews.
• Contribute to client meetings, operational reports and escalation follow‑ups.

Required profile

• Minimum one year of experience leading a player support team.
• Strong communication, interpersonal and coaching abilities.
• Proven capability to manage performance, attendance and conduct.
• Experience with workload planning, queue management or workforce coordination.
• Comfortable working in a fast‑paced, global environment.

Required skills

• Experience with Zendesk, Helpshift or Intercom.
• Proficiency in Microsoft Office and Google Workspace.

What we offer

• A leadership role within the video‑games industry.
• Opportunity to shape team performance and player experience.
• Training and support on tools, processes and workflows.
• Exposure to global operations, client communication and escalation management.