Player Support Lead/Lead support aux joueur·euse·s

2 Days ago • 5-7 Years

About the job

SummaryBy Outscal

About the job:
Haven Studios is searching for a Player Support Lead to establish and elevate the Player Support function within the studio. This role will be responsible for crafting the strategy, toolset, and processes to provide a positive experience for players. The Player Support Lead will collaborate with the Player Experience Lead to design and implement processes and workflows that enhance player satisfaction, ensuring a culture of kindness and adaptability. They will coordinate with Community, Insights, and global PlayStation Player Support teams to identify, investigate, prioritize, resolve, and communicate on emergent topics from players. This role also includes establishing and maintaining a knowledge base, setting KPIs, and overseeing the recruitment, training, and development of support staff.
Must have:
  • 5+ years experience in Customer or Player Support
  • 2+ years experience in a management or lead role
  • Demonstrated experience in a Player Support function
  • Strong understanding of player support strategies
  • In-depth knowledge of current player support technologies
  • Proven track record of applying expertise to elevate player support
Good to have:
  • Experience leading a player support function for the release of at least two online multiplayer games
  • Experience setting up and managing a Zendesk instance
  • Fluent in French and English

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

In May 2021, we embarked on a journey to start Haven Studios with a small team and big ambitions. Our goal was to build a studio where we could make the kind of games we’ve always wanted to create – and games we’ve longed to play.

We’ve made amazing progress in a short time thanks to our talented, passionate team and their exceptional contributions. We established a culture at Haven grounded in kindness, adaptability and courage that unlocks creativity. Our first new IP for PlayStation is on track to deliver a AAA multiplayer experience with a vision to build a systemic and evolving world focused on freedom, thrill, and playfulness that will keep players entertained and engaged for years.

Haven joined the PlayStation Studios family in 2022, and we are on track to build an exclusive new IP for Playstation and grow the first Sony game development team in Canada. 

Position – Player Support Lead

We are seeking a Player Support Lead to establish and elevate the Player Support function within our studio - crafting the strategy, toolset, and processes that will provide a positive experience for our future players. As part of the player experience team, you will be at the forefront of identifying and alleviating friction experienced by our players, and championing a data-informed perspective aimed towards increasing player satisfaction.

Reporting

The Player Support Lead will report to the Player Experience Lead.

Responsibilities and Duties

  • In collaboration with the Player Experience Lead, build a Player Support function, strategy, and processes that create a positive experience for our players.
  • Design and implement processes and workflows to enhance player satisfaction in ways that reflect our studio values of kindness and adaptability.
  • Coordinate with Community, Insights, and the global PlayStation Player Support teams to identify, investigate, prioritize, resolve, and communicate on emergent topics from our players.
  • Establish and maintain a knowledge base for both players and external support agents through detailed FAQs and runbooks.
  • Set KPIs around player satisfaction and demonstrate success and ROI of support operations by monitoring KPIs and continuously optimizing performance, reporting on these insights regularly.
  • Oversee the recruitment, training, and development of support staff to build a competent and motivated team.

Minimum Qualifications

  • 5+ years of experience in a Customer or Player Support capacity, creating and executing player support strategies.
  • 2+ years experience in a management or lead role for Customer/Player Support or adjacent field.
  • Demonstrated experience in a Player Support function, showcasing your ability to drive strategic operational improvements. 
  • Strong understanding of player support strategies, focusing on achieving operational excellence, process optimization, operational scalability, and data analysis.
  • In-depth knowledge of current player support technologies, trends, and best practices, with a proven track record of applying this expertise to elevate player support in a dynamic live operations environment.

Preferred Qualifications

  • Experience leading a player support function for the release of at least two online multiplayer games.
  • Experience setting up and managing a Zendesk instance.
  • Fluent in French and English.

—---------

Il y a un peu plus d'un an, nous nous sommes lancés dans la création de Haven Studios avec une petite équipe et de grandes ambitions. Notre objectif était de construire un studio où nous pourrions créer le genre de jeux que nous avons toujours voulu créer - et auxquels nous avons toujours rêvé de jouer !

Nous avons fait des progrès étonnants en peu de temps grâce à notre équipe talentueuse et passionnée et à ses contributions exceptionnelles. Nous avons instauré chez Haven une culture fondée sur la bienveillance, l'adaptabilité et le courage qui libère la créativité. Notre première nouvelle propriété intellectuelle pour PlayStation est sur la bonne voie pour offrir une expérience multijoueur de niveau AAA, avec la vision de construire un monde systémique et évolutif axé sur la liberté, le frisson et le jeu, qui gardera les joueur·euse·s diverti·e·s et engagé·e·s pendant des années.

Nous avons récemment annoncé que Haven allait faire partie de la famille PlayStation Studios. C'est un honneur et une grande fierté pour nous d'avoir l'opportunité de créer une nouvelle propriété intellectuelle exclusive pour Playstation et de former la première équipe de développement Sony au Canada !

 

Poste - Lead support aux joueur·euse·s

Nous recherchons un(e) Lead au support aux joueur·euse·s pour établir et développer la fonction support aux joueur·euse·s au sein de notre studio - en élaborant la stratégie, les outils et les processus qui offriront une expérience positive à nos futurs joueur·euse·s. Au sein de l'équipe expérience  joueur·euse·s, vous serez en première ligne pour identifier et atténuer les frictions rencontrées par nos joueur·euse·s, et défendre une approche basée sur les données visant à augmenter leur satisfaction.

Rapport

Le/La responsable du support aux joueur·euse·s sera rattaché(e) au Gestionnaire de l'expérience joueur·euse·s.

Responsabilités et Tâches

  • En collaboration avec le Responsable de l'Expérience joueur·euse·s, construire une fonction Support joueur·euse·s, une stratégie et des processus qui créent une expérience positive pour nos joueurs.
  • Concevoir et mettre en œuvre des processus et des flux de travail pour améliorer la satisfaction des joueur·euse·s d'une manière qui reflète nos valeurs de bienveillance et d'adaptabilité.
  • Coordonner avec les équipes Communauté, Insights et les équipes mondiales du Support  joueur·euse·s PlayStation pour identifier, examiner, prioriser, résoudre et communiquer sur les sujets émergents de nos joueur·euse·s.
  • Établir et maintenir une base de connaissances pour les  joueur·euse·s et les agents de support externes à travers des FAQ et des guides détaillés.
  • Définir des KPI autour de la satisfaction des joueur·euse·s et démontrer le succès et le ROI des opérations de support en surveillant les KPI et en optimisant continuellement les performances, avec des rapports réguliers sur ces données.
  • Superviser le recrutement, la formation et le développement du personnel de support pour constituer une équipe compétente et motivée.

Qualifications Recherchées

  • 5+ ans d'expérience dans un rôle de Support Client ou joueur·euse·s, avec création et exécution de stratégies de support.
  • 2+ ans d'expérience dans un rôle de management ou de direction en Support Client/ joueur·euse·s ou dans un domaine connexe.
  • Expérience démontrée dans une fonction Support joueur·euse·s, illustrant votre capacité à piloter des améliorations opérationnelles stratégiques.
  • Solide compréhension des stratégies de support joueur·euse·s, axée sur l'excellence opérationnelle, l'optimisation des processus, l'évolutivité opérationnelle et l'analyse des données.
  • Connaissance approfondie des technologies, tendances et meilleures pratiques actuelles en matière de support joueurs, avec des preuves d'application de cette expertise pour améliorer le support joueur·euse·s dans un environnement d'opérations en direct dynamique.

Qualifications Souhaitées

  • Expérience dans la direction d'une fonction support joueurs pour le lancement d'au moins deux jeux multijoueurs en ligne.
  • Expérience dans la mise en place et la gestion d'une instance Zendesk.
  • Maîtrise du français et de l'anglais.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

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About The Company

Want to take your career to the next level? Search open job vacancies at any of the Sony Interactive sites by visiting playstation.com/careers/


Sony Interactive Entertainment pushes the boundaries of entertainment and innovation, starting from the launch of the original PlayStation in Japan in 1994. Today, we continue to deliver innovative and thrilling experiences to a global audience through our PlayStation line of products and services that include generation-defining hardware, pioneering network services, and award-winning games. Headquartered in San Mateo, California, with global functions in California, London, and Tokyo, and game development studios around the world as part of PlayStation Studios, we believe that the power of play is borderless. Sony Interactive Entertainment is a wholly owned subsidiary of Sony Group Corporation.  


For more information about our company, please visit SonyInteractive.com. For more information about PlayStation products, please visit PlayStation.com.

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