Player Support Lead, German

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

📋 Description

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

• Ensure that support remains consistent, professional, and player-centric while achieving operational and performance objectives.

• Oversee daily team operations, including workload coordination, performance management, coaching, quality assurance, training, and team development.

• Manage attendance, performance metrics, quality standards, conduct, and personnel development.

• Supervise daily workloads, queues, breaks, and priorities in line with the operational plan.

• 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 calibrations, procedures, and knowledge resources.

• Coordinate incident responses and authorize actions within assigned delegation.

• Address player inquiries as necessary.

• Identify operational risks and suggest suitable actions.

• Assist in recruitment, onboarding, and probation assessments.

• Manage intricate team challenges and difficult conversations.

• Contribute to client meetings, operational reporting, and follow-ups on escalations.

⛳️ Requirements

• A minimum of one year of leadership experience in player support teams.

• Excellent communication and interpersonal abilities.

• Capacity to manage employee performance, development, attendance, and conduct.

• Strong coaching and leadership skills.

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

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

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

• Strong organizational and prioritization capabilities.

• Comfortable utilizing player support platforms and productivity tools.

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

• Experience with Zendesk, Helpshift, Intercom, or similar platforms (preferred).

• Familiarity with Microsoft Office, Google Workspace, or similar applications (preferred).

• Experience in supporting recruitment, onboarding, and probation evaluations (preferred).

• Experience contributing to client communications and operational reporting (preferred).

• Familiarity with working towards quality, SLA, productivity, or CSAT targets (preferred).

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

• Proficiency in additional languages (preferred).

• Proficient in English.

• Proficient in German.

• Comfortable working under a freelance contract.

🏝️ Benefits

• A leadership position within 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 communications, and escalation management.

• A multicultural and dynamic team environment.

• Opportunities for growth in player experience leadership and operations.