Director of Player Support
Job Summary
Job Description
- Extensive Player Support Team Management Experience
- KPI & Support Program Development
- Vendor Management (BPO, Outsourcing)
- Cross-functional Collaboration Skills
- Zendesk Knowledge & Change Management Expertise
- Ada.CX/Chatbot AI Experience
- Trust & Safety Organization Experience
- Gaming Industry Experience
- Work Structure & Process Optimization
3 skills required
Job Details
In this role you will:
- Define and execute global Player Support strategies for live and upcoming games;
- Oversee relationships with Player Support outsourcing partners;
- Develop and implement strategies to enhance support quality and player satisfaction;
- Work with teams across the Production to refine tools and workflows;
- Ensure player feedback is communicated effectively to internal teams and vendors, influencing game development and support policies;
- Manage the Player Support budget, including forecasting, allocation, and reporting on financial performance;
- Mentor and grow a team of Senior Support Agents.
- Guide and support your team through challenges and escalations;
- Lead on tool and process improvements;
- Monitor trends and prepare for upcoming game updates and launches;
- Advocate for player needs and contribute to development decisions;
- Research and implement better support processes and tools.
What we're looking for:
- Extensive experience managing a Player Support team with a strategic focus;
- Experience with setting up KPIs & new Support programs Quality, new KPIs, white glove programs, recognition programs, etc.)is a plus;
- Proven ability to manage multiple priorities and change, develop new initiatives, and drive continuous improvements;
- Strong collaboration skills and ability to work with cross-functional departments;
- Experience in vendor management (BPO, outsourcing) collaborative experience;
- Knowledge in Zendesk and experience in change management.
- Experience setting up & optimizing work structure & processes for a team is a plus;
- Experience in the Gaming Industry and with Ada.CX / Chatbot AI Experience is a plus;
- Experience with or in developing Trust & Safety organizations is a plus.
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About The Company
Behaviour Interactive is the largest Canadian gaming studio, with more than 1,300 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 50 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects, including the highly anticipated base building and raiding title Meet Your Maker™. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North and Behaviour UK – South) and in Rotterdam (Behaviour Rotterdam). For more information, visit www.bhvr.com.
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