玩家支持负责人
Player Support Lead
职位概述
优秀的玩家支持是让游戏持续运营的重要因素之一。
作为玩家支持主管，你将领导并发展分配到各个项目、班次和语言的玩家支持代理、专家和专员。你将确保你的团队在达成既定的运营和绩效目标的同时，提供一致、专业且以玩家为中心的支持。
你将负责日常团队运营，包括工作量协调、绩效管理、辅导、质量、培训和团队发展。虽然你偶尔需要处理玩家联系以支持升级、培训或运营覆盖，但你的主要职责是带领你的团队并执行与玩家体验经理达成一致的人员配置和绩效计划。
主要职责
- 管理团队的出勤率、绩效、质量、行为和成长。
- 在运营计划内管理日常的工作量、队列、休息时间和优先级。
- 进行一对一沟通、辅导、绩效评估和缺勤跟进。
- 制定并实施绩效改进或纪律处分计划。
- 负责团队培训、质量校准、流程和知识内容。
- 协调事件响应并在授权范围内批准相关行动。
- 在需要时处理玩家联系。
- 识别运营风险并提出适当的应对措施。
- 在必要时支持招聘、入职和试用期评估。
- 专业地处理复杂的团队问题和具有挑战性的对话。
- 参与客户会议、运营报告和升级跟进。
所需经验与技能
- 至少一年的玩家支持团队领导经验。
- 强大的沟通和人际交往能力。
- 能够管理员工的绩效、发展、出勤和行为。
- 强大的辅导和领导能力。
- 能够进行工作量规划、队列管理或人力协调。
- 处理事件和复杂玩家或运营升级的经验。
- 能够支持质量审查、校准和培训。
- 强大的组织和优先级管理能力。
- 熟悉玩家支持平台和生产力工具。
- 能够在快节奏、全球化的团队环境中高效工作。
加分项
- 使用 Zendesk、Helpshift、Intercom 或类似工具的经验。
- 使用 Microsoft Office、Google Workspace 或类似工具的经验。
- 支持经验
查看英文原文
Position Overview
Great player support is part of what keeps games alive.
As a Player 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 daily workloads, queues, breaks, and priorities within the operational plan.
- Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
- Develop and implement performance improvement or disciplinary plans.
- Own team training, quality calibrations, procedures, and knowledge content.
- Coordinate incident responses and approve actions within your delegated authority.
- Handle player contacts when required.
- Identify operational risks and recommend appropriate actions.
- Support recruitment, onboarding, and probation reviews as necessary.
- Manage complex team issues and challenging conversations professionally.
- Contribute to client meetings, operational reports, and escalation follow-ups.
Required Experience & Skills
- At least one year of player support team leadership experience.
- Strong communication and interpersonal skills.
- Ability to manage employee performance, development, attendance, and conduct.
- Strong coaching and leadership ability.
- Ability to manage workload planning, queue management, or workforce coordination.
- Experience handling incidents and complex player or operational escalations.
- Ability to support quality reviews, calibrations, and training.
- Strong organisational and prioritisation skills.
- Comfortable using player support platforms and productivity tools.
- Ability to work effectively in a fast-paced, global team environment.
Nice to Have
- Experience with Zendesk, Helpshift, Intercom, or similar tools.
- Experience with Microsoft Office, Google Workspace, or similar tools.
- Experience supporting recruitment, onboarding, and probation reviews.
- Experience contributing to client communications and operational reporting.
- Experience working against quality, SLA, productivity, or CSAT targets.
- Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities.
- Additional languages.
What We Offer
- A leadership role in the video games industry.
- The opportunity to shape team performance and player experience.
- Training and support in tools, processes, and workflows.
- Exposure to global operations, client communication, and escalation management.
- A multicultural and fast-paced team environment.
- Opportunities to grow in player experience leadership and operations.
How to Apply
Interested? Send us your updated CV by clicking apply. Please note that only qualified candidates will be contacted for further steps.
Originally posted on Himalayas