Gaming Player Support Team Lead

Key Responsibilities​Team Leadership & Management​Lead, motivate, and supervise a team of 20-30 Player Support Specialists across rotating shifts (7*24 coverage)​Monitor team performance against KPIs (response time, resolution rate, player satisfaction score) and implement corrective actions​Conduct regular one-on-one coaching, performance reviews, and skill development sessions to upskill the team​Manage shift schedules, vacation requests, and attendance to ensure seamless support coverage​Player Support & Escalation Handling​Oversee resolution of complex player inquiries (technical issues, account disputes, gameplay questions) across channels (live chat, email, in-app support)​Act as the primary escalation point for high-priority cases (VIP players, critical technical failures, sensitive complaints)​Proactively identify recurring player issues and collaborate with QA/Product teams to drive root-cause resolution​Reduce player complaint rates by 20%+ through process optimization and team capability building​Knowledge Base & Service Standards​Develop, maintain, and update a comprehensive support knowledge base (FAQs, troubleshooting guides, macros)​Establish and enforce player support service guidelines, ensuring consistency in communication and resolution quality​Conduct regular audits of support interactions to ensure adherence to standards and identify improvement opportunities​Translate client and player requirements into actionable support processes​Training & Process Improvement​Design and deliver training programs for new hires and existing team members (game mechanics, technical troubleshooting, communication skills)​Stay updated on game updates, new features, and industry best practices to keep the team informed​Analyze support data and player feedback to recommend process improvements that enhance efficiency and satisfaction​Collaborate with cross-functional teams (Community Management, DevOps, Customer Success) to align support strategies​Requirements & Qualifications​Professional Experience​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)​Proven track record of managing teams in a 24/7 support environment (BPO gaming support experience is a plus)​Demonstrated success in reducing player complaints, improving resolution rates, or optimizing support workflows​Technical & Gaming Expertise​Deep understanding of gaming platforms (PC, mobile, console), in-app purchase processes, and common technical issues​Familiarity with support tools (Zendesk, Helpshift, Intercom) and CRM systems​Passion for gaming with hands-on experience in popular online/multiplayer games​Core Competencies​Exceptional English communication skills (verbal & written) – bilingual proficiency (Tagalog/Korean/Japanese) is an advantage​Strong people management, coaching, and conflict resolution skills​Data-driven mindset with the ability to analyze KPIs and implement actionable improvements​Ability to work under pressure in a fast-paced, dynamic gaming environment​College-level education or equivalent professional experience​