Team Lead

3 days ago

Pasay, National Capital Region, Philippines Reliasourcing Full time $60,000 - $120,000 per year

Job Title: Gaming Team Leader

Location: Onsite – Pasay, Philippines

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

Team Leadership & Motivation

  • Lead SDRs/Game Support teams handling email/chat support and reactivation campaigns.
  • Boost morale through themed incentives, recognition programs, and gamified KPIs.
  • Champion a player-first mindset.

Performance & Coaching

  • Drive KPIs: reactivation rate, revenue, churn reduction, NPS, CSAT.
  • Coach on player psychology, tone, engagement, and promos.
  • Train on game mechanics, seasonal events, currency models, and monetization.

Operations Management

  • Oversee inbox/chat queues across titles/regions.
  • Ensure timely resolution of VIP, refund, technical, and complaint cases.
  • Partner with QA/L&D to refine support guidelines.

Escalations

  • Manage VIPs, influencers, and sensitive cases.
  • Resolve bans, billing disputes, and fairness concerns.
  • Liaise with devs, product, and fraud teams.

Process & Innovation

  • Maintain knowledge bases and monitor game updates.
  • Launch quality initiatives and targeted micro-campaigns.

Client & Reporting

  • Deliver reports on trends, issues, conversions, and churn drivers.
  • Coordinate with publishers on updates, promos, and player feedback.
  • Share insights to improve gameplay, tools, and rewards.

Core Competencies

  • Player psychology & gamification expertise.
  • Strong empathy and community building.
  • Strategic campaign planning and CRM use.
  • Skilled conflict resolution and risk awareness.
  • Proactive in boosting retention and purchases.

Qualifications:

  • Minimum 1 year experience as a Team Leader in gaming, eSports, or player support.
  • 1–2 years of hands-on experience with Zendesk.
  • 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.

Job Types: Full-time, Permanent

Benefits:

  • Paid training

Work Location: In person

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