Player Engagement Team Lead

As a Team Lead within the Player Engagement team, you will report directly to the Associate Director and act as a leader of our one-to-many support strategy across social and owned platforms. You will guide a team of specialists, ensuring high-quality service delivery, performance management, and strategic alignment with ITIL 4 practices.

You will also play a key role in overseeing our social content strategy, enabling the creation of player-facing content including support posts, guides, and proactive updates that help close the communication loop with our players.

The role requires strong collaboration across multiple teams, including QA to ensure service quality, and our Vendor Management team, ensuring that our Tier 1 strategy is aligned with our strategic goals. You will serve as a key stakeholder liaison, platform/process owner, and player-first advocate, helping to embed player-centricity across our services.

Mission

To lead, inspire, and empower a team of specialists to deliver an impactful, high-quality, player experience. Our team exists to turn players into partners, identifying and prioritising key issues, enabling their resolution through collaboration with internal teams, and owning the communication loop back to players with clarity and empathy. The team has a clear focus to deliver on agreed services and priorities, with quality, speed and proactivity.

As Team Lead, you will:

• Champion our ‘players as partners’ mission and embed it into team delivery.
• Bring industry knowledge and leadership on best practices and emerging platforms in proactive support, social engagement, and player-focused service delivery, helping to shape and evolve our future strategy.
• Shape and drive our overall team strategy in the one to many support space, driving the maturation of our team strategy in line with ITIL 4 practices.
• Manage team performance, development, wellbeing, and service contribution (OKRs, 121s, coaching).
• Lead the delivery of our social content strategy — overseeing content creation that supports, informs, and engages players.
• Act as the point of contact for platforms and processes used across our support space.
• Lead weekly planning, scheduling, and delivery of team activities.
• Maintain strong working relationships with stakeholders across the CRC, production, and the wider business.
• Drive integration and co-creation of value with Ubisoft teams to support the health and evolution of our products and services.

Skills and Experience

• Proven leadership experience, with a focus on coaching, mentoring, and developing high-performing teams.
• Experience in customer or player support, including live service environments.
• Strong understanding of social platforms, content creation workflows, and proactive communication strategies.
• Demonstrated ability to lead or contribute to content and messaging strategies, including creation of support posts and guides.
• Strong collaboration to ensure consistent service delivery for key stakeholders.
• Familiarity with ITIL 4 practices and service management principles (desirable, but not essential).
• Excellent stakeholder communication and relationship-building skills.
• Strong organisation, scheduling, and delivery planning capabilities.
• Passion for games, players, and community-focused service delivery.

*Ubisoft has established a Hybrid office/remote work schedule. Any changes to the remote work environment/hybrid work schedule will be clearly communicated during the hiring process or throughout employment once hired.   

Ubisoft is composed of over 19,000 talented people located in 45+ development studios and offices across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry. 

Ubisoft’s worldwide network of video game development studios and business offices work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more. Ubisoft is a global leader in the video games and entertainment software industry. 

We are committed to enriching player’s lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities. 

We are working to enrich players’ lives through unique and memorable gaming experiences and by improving the positive impacts of our games. To get there, we are creating a safer, more inclusive work environment, we are giving back to the communities where Ubisoft operates by working with local non-profit partners and by working to reduce the environmental impact of our business  

Are you looking to work with enthusiastic experts who are tackling game-changing challenges in entertainment and beyond? At Ubisoft, we offer an open environment where bright ideas are given a chance to shine, and everyone is eager to share knowledge. 

Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above. 

At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences. Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status. 

Take entertainment to the next level. Join us and create the unknown. 
 
We do not accept any unsolicited resumes submitted by staffing or placement agencies or recruiters.