Gaming Player Support Team Lead

1 day ago

Quezon City, National Capital Region, Philippines CSI Interfusion Full time

Key Responsibilities​

  1. Team Leadership & Management​

  2. Lead, motivate, and supervise a team of 20-30 Player Support Specialists across rotating shifts (7*24 coverage)​

  3. Monitor team performance against KPIs (response time, resolution rate, player satisfaction score) and implement corrective actions​
  4. Conduct regular one-on-one coaching, performance reviews, and skill development sessions to upskill the team​

  5. Manage shift schedules, vacation requests, and attendance to ensure seamless support coverage​

  6. Player Support & Escalation Handling​

  7. Oversee resolution of complex player inquiries (technical issues, account disputes, gameplay questions) across channels (live chat, email, in-app support)​

  8. Act as the primary escalation point for high-priority cases (VIP players, critical technical failures, sensitive complaints)​
  9. Proactively identify recurring player issues and collaborate with QA/Product teams to drive root-cause resolution​

  10. Reduce player complaint rates by 20%+ through process optimization and team capability building​

  11. Knowledge Base & Service Standards​

  12. Develop, maintain, and update a comprehensive support knowledge base (FAQs, troubleshooting guides, macros)​

  13. Establish and enforce player support service guidelines, ensuring consistency in communication and resolution quality​
  14. Conduct regular audits of support interactions to ensure adherence to standards and identify improvement opportunities​

  15. Translate client and player requirements into actionable support processes​

  16. Training & Process Improvement​

  17. Design and deliver training programs for new hires and existing team members (game mechanics, technical troubleshooting, communication skills)​

  18. Stay updated on game updates, new features, and industry best practices to keep the team informed​
  19. Analyze support data and player feedback to recommend process improvements that enhance efficiency and satisfaction​
  20. Collaborate with cross-functional teams (Community Management, DevOps, Customer Success) to align support strategies​

Requirements & Qualifications​

  1. Professional Experience​

  2. Minimum 2 years of experience in a Player Support or Customer Service leadership role within the gaming industry (AAA titles or large-scale online games preferred)​

  3. Proven track record of managing teams in a 24/7 support environment (BPO gaming support experience is a plus)​

  4. Demonstrated success in reducing player complaints, improving resolution rates, or optimizing support workflows​

  5. Technical & Gaming Expertise​

  6. Deep understanding of gaming platforms (PC, mobile, console), in-app purchase processes, and common technical issues​

  7. Familiarity with support tools (Zendesk, Helpshift, Intercom) and CRM systems​

  8. Passion for gaming with hands-on experience in popular online/multiplayer games​

  9. Core Competencies​

  10. Exceptional English communication skills (verbal & written) – bilingual proficiency (Tagalog/Korean/Japanese) is an advantage​

  11. Strong people management, coaching, and conflict resolution skills​
  12. Data-driven mindset with the ability to analyze KPIs and implement actionable improvements​
  13. Ability to work under pressure in a fast-paced, dynamic gaming environment​
  14. College-level education or equivalent professional experience​

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