Subject Matter Expert

Subject Matter Expert (SME), Player Support

Location: Onsite – Ortigas, Pasig City, Philippines

Employment Type: Full-Time

Level: Subject Matter Expert

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 Subject Matter Expert (SME), Player Support to provide expert guidance and support to the Player Support team, acting as a backup lead and ensuring the frontline team delivers excellent support, meets performance goals, and embodies the GameClub spirit in every player interaction. You'll be a key resource for complex issues and a mentor for specialists, while also stepping in to lead when needed.

What You'll Do

• Player Support Guidance & Performance Support: Provide expert guidance to Player Support Specialists, ensuring adherence to service level agreements and performance expectations. Support the monitoring of individual and team performance against key performance indicators (KPIs) such as first response times, resolution times, customer satisfaction (CSAT) scores, productivity metrics, and quality assurance (QA) scores. Assist in identifying areas for improvement and implementing strategies for continuous enhancement.
• Coaching, Development & Mentorship: Act as a dedicated mentor and coach for team members. Provide constructive feedback, support performance reviews, and identify opportunities for professional growth and skill development. Support career progression within the team, helping specialists cultivate their expertise and advance their roles.
• Complex Issue Resolution & Escalation Management: Serve as a primary escalation point for intricate, sensitive, or high-priority player issues that require a deeper level of investigation or a more experienced touch. Expertly de-escalate challenging situations, ensuring fair and satisfactory resolutions for our players while upholding company policies and values.
• Cross-Functional Collaboration & Process Improvement: Work in close collaboration with Player Support Squad Leaders and other agents to share best practices, synchronize strategies, and ensure a unified approach to player support. Forge strong relationships with internal departments, including Quality Assurance (QA), Marketing, Game Developers, and Community Teams, to exchange valuable player insights, communicate common issues, and collaboratively improve game features, support tools, and overall player experience processes.
• Reporting & Analysis Support: Assist in compiling and presenting comprehensive reports on team performance, emerging player feedback trends, and recurring issues. These reports will provide critical insights to upper management and other stakeholders, informing strategic decisions and driving product and service enhancements.
• Backup Leadership & Workforce Support: Serve as a backup lead for the Player Support Squad Leader, stepping in to manage the team and operations as needed. Assist in strategic scheduling and workforce management to guarantee seamless 24/7 support coverage, including optimizing shift patterns, managing time off requests, and ensuring adequate staffing levels to meet fluctuating player demand.
• Culture & Environment Building: Cultivate a vibrant, positive, and collaborative team culture that is deeply rooted in a shared passion for gaming and an unwavering commitment to player satisfaction. Foster an environment where team members feel valued, supported, and empowered to excel, promoting open communication and mutual respect.

What You Should Have

• 1–4 years of experience in customer support, live ops, or community management, with demonstrated experience in handling complex issues and mentoring peers.
• Strong understanding of player support operations and best practices.
• 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 contribute to 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:

• Prior experience in the gaming or digital entertainment industry.

Apply Now

Ready to be an expert resource for the squad? Let's Go