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Player Support Lead – Game Operations
| Company | Netflix |
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| Location | United States |
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| Salary | $60000 – $270000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 5+ years of experience in player support as a lead or supervisor in the gaming industry.
- Proven track record of managing multiple games and overseeing both internal and external support teams.
- Advanced experience in setting up and optimizing support systems, including CRMs like Zendesk and Helpshift, with technical proficiency in managing FAQs, KPIs, Smart Intents, bots, and automation.
- Experience writing documents to aid in developing support tools, processes, and agent training.
- In-depth understanding of game development and content, preferably including live service and mobile games.
- Working experience with Slack, JIRA, Confluence, CRM tools, Google Suite, and other support tools.
- Understanding of mobile games and other platforms.
- Exceptional written and verbal communication skills, with experience creating presentations, training materials, documentation, and FAQs.
- Proficient in compiling reports, and using data to analyze and optimize player support KPIs and advocate for fixes with the game studio.
- Strong relationship-building skills, capable of establishing effective partnerships with stakeholders such as Game Studio, Production, QA, Product Marketing, and others.
- Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results.
- Can seamlessly prioritize multiple projects at the same time.
Responsibilities
- Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compile reports, follow up on tasks and projects.
- Regularly update player support FAQs, text templates, and help articles to drive effective self-service and full automation.
- Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, processes, etc.
- Collaborate with producers, developers, QA to understand upcoming releases, features, known issues to support games effectively.
- Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tool with AI Replies, Tags, Smart Intents, bots, and full/partial automation.
- Work closely with the Community Manager, if one is assigned to your game, to address game-specific issues and ensure transparent communication with players through both PS system and social channels.
- Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs.
- Maintain comprehensive support documentation for internal and external use.
- Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and prepared to provide excellent player support.
- Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to achieve support excellence.
- Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others.
Preferred Qualifications
No preferred qualifications provided.
