Player Support Lead, German

This is a fully remote position, open to applicants in United States, +7 more locations.

📋 Description

• Oversee and nurture Player Support Agents, Specialists, and Experts across designated projects, shifts, and languages.

• Guarantee consistent, professional, and player-centric support while achieving operational and performance objectives.

• Administer daily team operations, which include workload management, performance oversight, coaching, quality assurance, training, and team development.

• Supervise attendance, performance metrics, quality standards, conduct, and career development.

• Organize daily workloads, manage queues, breaks, and prioritize tasks in alignment with the operational strategy.

• Conduct one-on-one meetings, coaching sessions, performance evaluations, and follow-ups on absences.

• Formulate and execute performance enhancement or disciplinary strategies.

• Take charge of team training, quality calibrations, procedures, and knowledge documentation.

• Coordinate incident responses and authorize actions within assigned authority.

• Address player inquiries as needed.

• Recognize operational risks and suggest suitable measures.

• Assist with recruitment, onboarding, and probation assessments.

• Navigate complex team challenges and difficult conversations.

• Participate in client meetings, operational reports, and follow-ups on escalations.

⛳️ Requirements

• Minimum of one year of experience in player support team leadership.

• Excellent communication and interpersonal abilities.

• Capability to manage employee performance, growth, attendance, and conduct.

• Strong coaching and leadership skills.

• Proficiency in managing workload planning, queue management, or workforce coordination.

• Experience in handling incidents and complex player or operational escalations.

• Ability to support quality assessments, calibrations, and training initiatives.

• Strong organizational and prioritization skills.

• Proficient in using player support platforms and productivity tools.

• Ability to thrive in a fast-paced, global team setting.

• Familiarity with Zendesk, Helpshift, Intercom, or similar platforms.

• Proficient in Microsoft Office, Google Workspace, or similar applications.

• Experience in supporting recruitment, onboarding, and probation reviews.

• Background in contributing to client communications and operational reporting.

• Experience working towards quality, SLA, productivity, or CSAT targets.

• Knowledge of live-service games, mobile games, MMOs, online games, or multiplayer communities.

• Proficiency in additional languages.

• Proficiency in English.

• Proficiency in German.

• Willingness to work under a freelance contract.

🏝️ Benefits

• Comprehensive training and support in tools, processes, and workflows.

• Exposure to global operations, client communication, and escalation management.

• A diverse and fast-paced team environment.

• Opportunities for growth in player experience leadership and operations.