Team Leader

11 hours ago

Metro Manila Philippines GameClub SEA Full time

Player Support Squad Leader Location: Onsite – Ortigas, Pasig City, PhilippinesEmployment Type: Full-TimeLevel: Team Leader / SupervisorReporting to: Player Support ManagerIndustry: Gaming / Digital Entertainment About GameClub GameClub is all about great games and even greater player experiences. As we continue to grow our global community, we’re building a CS team that delivers helpful, friendly, and timely support to players — wherever they are. If you’re passionate about gaming, leadership, and helping people succeed, this role could be your next quest. About the Role We’re looking for a Player Support Squad Leader to guide, mentor, and empower a team of Player Support Specialists. You’ll ensure that our frontline team delivers excellent support, meets performance goals, and embodies the GameClub spirit in every player interaction. You’ll be both a coach and a strategist — balancing team management with hands-on problem solving. What You’ll Do Lead and manage a squad of Player Support Specialists, ensuring high-quality support across tickets, chats, and emails. Monitor team performance through KPIs (response times, CSAT, productivity, QA scores) and drive continuous improvement. Provide coaching, feedback, and career development support for team members. Act as an escalation point for complex or sensitive player issues. Collaborate with other squad leaders and internal departments (QA, Marketing, Developers, Community) to share insights and improve processes. Prepare regular reports on team performance, player feedback, and common issues. Assist in scheduling and workforce management to maintain 24/7 coverage. Advocate a positive, collaborative, and gamer-friendly team culture. What You Should Have 2–5 years of experience in customer support, live ops, or community management, with at least 1 year in a leadership role (Team Lead, Supervisor, or similar). Strong leadership and people management skills — you know how to motivate and inspire a team. Excellent written and verbal communication in English. Experience using customer support platforms (Zendesk, Freshdesk, Intercom, or similar). Analytical mindset with the ability to interpret performance data and implement improvements. Passion for gaming and player communities — you understand what makes players tick. Flexible with rotating shifts, weekends, and holidays in a 24/7 support environment. Bonus: Multilingual (e.g. Tagalog, Bahasa, Thai, Vietnamese, Spanish). Prior experience in the gaming or digital entertainment industry. Why Join GameClub? Lead a squad that shapes the frontline player experience. Build your leadership career in the gaming and support industry.

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