Player Support Lead - Games

Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Role

Netflix Games is hiring a Player Support Lead who will be dedicated to supporting one of our internal studios, Next Games. Next Games is a Helsinki-based game studio creating compelling fans-first interactive experiences by combining the stories of well-known movies and shows with interesting game mechanics. An unwavering focus on fans is at the core of their game development. Their values, Caring, Courage, and Curiosity, drive their commitment to their players and one another, with a focus on fun gameplay free from the constraints of free-to-play.

The primary focus of this role is to lead support at the game level. This includes establishing support structures for new games and serving as the support lead for existing games. We also value a track record of building strong relationships with cross-functional partners both internally and externally, and a passion for ensuring players have the optimal experience with our games.

Responsibilities

• Oversee day-to-day player support operations, including monitoring App Store reviews, handling individual and mass support compensations, and regularly reviewing and updating player support FAQs, text templates, and help articles.
• Prepare support vendors for upcoming new game releases, updates, and live-operated events to best support the player experience.
• Work closely with producers and game developers to understand upcoming releases, feature specs, game tools, that will aid in supporting the game effectively. 
• Establish and/or optimize processes to identify, track, and escalate in-game trends, emerging game issues, and policy opportunities.
• Manage, request, and improve support tools (GaaS/admin tool/PS tech requirements), including setting up and optimizing the Helpshift ticketing system with Smart Intents (SI), bots, automation, and other improvements.
• Collaborate closely with the Community Manager to surface and address game-specific issues and trends and to ensure consistent and transparent communication with players.
• Monitor agent performance and report on key metrics, collaborating with support vendor partners—agents, team leads, shift leads—to ensure the team exceeds operational excellence and KPIs, including CSAT, average handle time, average resolution time, agent quality, and more.
• Maintain comprehensive support documentation for internal and external use.
• Build and maintain strong relationships with cross-functional partners (Marketing, QA, Community Manager, PGM, Localisation Partners, incident response, etc.) to ensure the player support team is well-informed, well-prepared, and able to provide the best possible support to players.
• Influence and help shape player support strategies by working closely with the Head of Player Support and the Player Support Program Manager.

Skills and Experience

• 5+ years of experience in player support as a lead or supervisor in the gaming industry.
• Proven track record of managing multiple games simultaneously and overseeing both internally and externally sourced agents and/or outsourced support teams.
• Advanced experience in setting up and optimizing support systems, including Helpshift, with technical proficiency in managing tags, FAQs, KPIs, Smart Intents (SI), bots, and automation.
• Experience writing product requirement documents (PRD) to aid in the development and refinement of support tools and processes.

• In-depth understanding of the game development process and a variety of game content, preferably including live service games and mobile games.

• Extensive experience with CRM tools, Google Suite, and other customer support tools.
• Understanding of mobile games, mobile phone eco-system and hardware.

• Exceptional written and verbal communication skills, with experience creating PowerPoint presentations, agent training materials, documentation, and FAQs.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.