CS Team Leader

2 weeks ago

Ortigas Metro Manila, Philippines GameClub SEA Full time ₱900,000 - ₱1,200,000 per year

Player Support Squad Leader

Location: Onsite – Ortigas, Pasig City, Philippines

Employment Type: Full-Time

Level: Team Leader / Supervisor

Reporting to: Operations Manager

Industry: 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.
  • Foster a positive, collaborative, and gamer-friendly team culture.

What You Should Have

  • 1–3 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.

Apply Now

Ready to take your squad to victory? Let's go

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