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.

• Maintain a consistent, professional, and player-centric support approach while achieving operational and performance objectives.

• Supervise daily team activities, including workload management, performance oversight, coaching, quality assurance, training, and team growth.

• Oversee attendance, performance metrics, quality standards, conduct, and employee development.

• Manage daily workloads, queues, breaks, and prioritization of tasks.

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

• Develop and execute performance enhancement or disciplinary strategies.

• Take ownership of team training, quality calibration sessions, procedures, and knowledge resources.

• Coordinate incident responses and authorize actions within granted authority.

• Handle player interactions as needed for escalations, training, or operational coverage.

• Recognize operational risks and propose suitable actions.

• Assist with recruitment, onboarding, and probation assessments.

• Navigate complex team dynamics and difficult conversations.

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

• Implement staffing and performance strategies as agreed with the Player Experience Manager.

⛳️ Requirements

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

• Exceptional communication and interpersonal skills.

• Capable of managing employee performance, development, attendance, and behavior.

• Strong coaching and leadership skills.

• Proficient in workload planning, queue management, or workforce coordination.

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

• Ability to assist with quality assessments, calibration sessions, and training initiatives.

• Excellent organizational and prioritization abilities.

• 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 comparable tools.

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

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

• Ability to contribute to client communications and operational reporting.

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

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

• Proficiency in additional languages.

🏝️ Benefits

• A leadership position in the video game industry.

• The chance to influence team performance and enhance player experience.

• 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.