Team Leader – Gaming Account

The Gaming Team Leader is responsible for guiding a team that engages players across multiple channels (email, chat, in-app), with a focus on player reactivation, retention, monetization, and VIP support. This role blends customer engagement, soft sales, and support oversight. You will lead efforts to re-engage dormant or low-activity players, manage VIP inquiries, resolve support tickets, and drive participation in in-game events—all while ensuring a seamless, fun, and frictionless gaming experience.

Success in this role requires strategic thinking, adaptability, game-savviness, and a proactive mindset. You'll foster emotional connections between players and the game while balancing performance metrics, content moderation, and high-level customer care.

Key Responsibilities:

• Lead and manage a team of SDRs or Game Support Representatives focused on email/chat support and reactivation campaigns.
• Foster morale through game-themed motivation tactics, recognition programs, and gamified KPIs.
• Promote a player-first mindset across all interactions.

Performance Management & Coaching

• Monitor and drive KPIs such as reactivation rate, revenue per re-engaged user, churn reduction, NPS, and CSAT.
• Conduct coaching sessions on player psychology, tone, personalized engagement, and promotional strategies.
• Train agents on in-game mechanics, seasonal events, virtual currency models, and monetization techniques.

Operational Excellence

• Oversee inboxes and chat queues across multiple game titles or regions.
• Ensure timely resolution of player complaints, VIP support, refund requests, and technical concerns.
• Collaborate with QA and L&D teams to refine player journey guidelines and support etiquette.
• Personally manage high-value players (VIPs/Whales), influencers, and sensitive cases.
• Handle escalations involving banned accounts, billing disputes, or perceived unfair treatment.
• Coordinate with game developers, product teams, and fraud/risk departments on complex issues.

Process & Innovation Leadership

• Develop and maintain knowledge bases covering game FAQs, refund policies, event schedules, and community guidelines.
• Monitor game meta, patch notes, and system updates, ensuring internal alignment.
• Launch quality improvement initiatives and micro-campaigns (e.g., "Win-back Blitz Week").

Client Interaction & Reporting

• Deliver daily/weekly reports on player trends, issue categories, conversion success, and churn drivers.
• Collaborate with clients or publishers on game updates, promotional pushes, and player feedback.
• Provide voice-of-customer insights to enhance gameplay, support tools, and event rewards.

Competency Areas & Leadership Attributes:

• Player Behavior & Gamification Understanding: Ability to coach agents on player psychology and reward-driven behaviors.
• Empathy & Community Culture: Skilled in building rapport and emotional connection with players.
• Strategic Campaign Thinking: Ability to A/B test offers, tweak engagement flows, and use CRM data to trigger outreach.
• Conflict Resolution & Risk Awareness: Handle disputes with empathy, without compromising integrity or fairness.
• Innovation & Proactivity: Launch initiatives that increase playtime, retention, or purchase frequency.

Qualifications:

• Minimum 1 year experience as a Team Leader in gaming, eSports, or player support.
• 1–2 years of hands-on experience withZendesk.
• Familiarity with gaming platforms, app stores, and in-app purchase workflows.
• Strong understanding of VIP player management and online community dynamics.
• Excellent written communication skills, with mastery of chat/email tone.
• Proficiency in CRM and support tools (e.g., Helpshift, Zendesk, Intercom), moderation platforms, and engagement systems.
• Passion for gaming and deep insight into gamer behavior.