Team Leader – Online Gaming Account

7 days ago

Southern Manila District, Philippines Reliasourcing Full time

Overview We are looking for a Team Leader to manage a group of Game Support Representatives for an online gaming account. The role focuses on player engagement, reactivation, retention, and VIP support, while maintaining high service quality and operational performance. This position blends customer engagement, coaching, and operational leadership — ideal for someone who understands gaming culture, player behavior, and the importance of creating a seamless and enjoyable experience for every player. Responsibilities Lead and manage a team handling player support via email, chat, and in-app channels. Promote a player-first mindset while fostering morale through engagement and recognition initiatives. Ensure alignment with game objectives, tone, and community standards. Performance Management & Coaching Monitor team KPIs including reactivation rate, retention, CSAT, and revenue performance. Conduct regular coaching sessions focused on tone, personalization, and promotional strategies. Train team members on game mechanics, in-app purchases, events, and virtual currency systems. Operations & Quality Management Oversee day-to-day queue performance, ensuring timely and accurate ticket resolution. Manage escalations involving technical concerns, VIPs, refunds, or player disputes. Collaborate with QA and Training teams to enhance service quality and support guidelines. Client Communication & Reporting Prepare and present daily/weekly reports on player behavior, support trends, and campaign results. Provide insights to clients and developers on issues, trends, and improvement opportunities. Coordinate with stakeholders on upcoming events, updates, and game-related changes. Process Improvement & Innovation Maintain and update internal knowledge bases (FAQs, refund policies, event details, etc.). Launch initiatives that drive player reactivation and engagement. Stay updated on game updates, player feedback, and competitor trends. Qualifications At least 1 year of experience as a Team Leader in online gaming operations, player support, or eSports. Hands-on experience with Zendesk or other CRM/helpdesk platforms (e.g., Intercom, Helpshift, Freshdesk). Strong understanding of player behavior, retention strategies, and VIP management. Excellent written and verbal communication skills with strong attention to tone and empathy. Analytical and proactive, with the ability to interpret data and translate insights into action. Passion for gaming and familiarity with online gaming platforms or virtual casino environments. College-level education preferred. Willing to work on-site and on a shifting schedule, including weekends and holidays. #J-18808-Ljbffr

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