Director of Player Support
Job Summary
Job Description
The Director of Player Support at Behaviour Interactive will lead and strategize the global support team for their original games. This role involves overseeing senior support agents and external vendors to deliver exceptional player support, shaping player engagement, and driving improvements. Responsibilities include defining and executing support strategies, managing the support budget, enhancing support quality and player satisfaction, collaborating with production teams, ensuring effective communication of player feedback, and mentoring the support team. Daily tasks encompass team guidance, process improvement, monitoring trends, advocating for player needs, and implementing better support processes and tools. Experience managing a player support team with a strategic focus is crucial, along with vendor management skills and knowledge of Zendesk.
Must have:
- Extensive Player Support Team Management Experience
- KPI & Support Program Development
- Vendor Management (BPO, Outsourcing)
- Cross-functional Collaboration Skills
- Zendesk Knowledge & Change Management Expertise
Good to have:
- Ada.CX/Chatbot AI Experience
- Trust & Safety Organization Experience
- Gaming Industry Experience
- Work Structure & Process Optimization
3 skills required
Job Details
As the Director of Player Support, you will set the direction for the Support team for Behaviour’s original games. You will lead a team of Senior Support Agents and external vendors with the mission of delivering exceptional support to our players. Your role will be integral in shaping how we engage with our players and drive improvements. Additionally, you will be responsible for managing the Player Support budget, ensuring efficient allocation of resources and financial oversight.
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.
Daily Tasks:
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.
En tant que Directeur·rice du Support aux Joueurs·ses, vous définirez l'orientation de l'équipe de support pour les jeux originaux de Behaviour. Vous dirigerez une équipe d'agents·es de support senior·e et de fournisseurs·ses externes avec pour mission de fournir un support exceptionnel à nos joueurs·ses. Votre rôle sera essentiel pour façonner notre engagement avec les joueurs·ses et apporter des améliorations. De plus, vous serez responsable de la gestion du budget du support aux joueurs·ses, en veillant à une allocation efficace des ressources et à une supervision financière.
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