Player Support Project Manager

1 Minute ago • 3 Years + • Project Management

Job Summary

Job Description

TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, and co-development. They value innovation and teamwork, driven by a love of gaming, aiming to make every game enjoyable by breaking language barriers and developing inclusive player communities. They are looking for a Player Support Project Manager passionate about games and project management, with strategic and leadership skills to ensure the success of a large 24/7 team covering over 10 languages. The role focuses on improving team performance, ensuring strong KPIs (CSAT, QA, productivity), and managing client expectations.
Must have:
  • Design, maintain, and deliver regular Google Sheets based reports and agent journals.
  • Serve as the main point of contact for client relations, ensuring satisfaction.
  • Lead by example, training managers and overseeing all team members.
  • Regularly review team performance through one-on-one feedback sessions.
  • Select, interview, and onboard new team members.
  • Actively seek and implement methods to enhance project efficiency.
  • Develop and implement solutions for potential challenges identified through project data.
  • Ensure all project information is meticulously documented and clearly communicated.
  • Collaborate with internal and external stakeholders to align project goals.
  • Stay updated with the latest technologies and tools in the gaming industry.
  • Effectively manage project budgets.
  • Promptly handle escalations and crisis situations.
  • Ensure all support processes comply with relevant legal, regulatory, and security requirements.
Good to have:
  • Deep passion for mobile games with a solid understanding of how gaming communities work.
Perks:
  • Be part of an award-winning, multilingual gaming services company.
  • Enjoy the flexibility of remote work while staying connected to a dynamic team.
  • Work on exciting projects with some of the leading game developers in the industry.
  • Opportunities for career growth and development in a fast-paced, innovative environment.
  • Foster a positive team atmosphere that encourages growth and success.

Job Details

Job description

WHO WE ARE

TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more. Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.

Together, we can create immersive experiences that resonate with players worldwide.

WHAT WE ARE LOOKING FOR

Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.

Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

RESPONSIBILITIES

  • Reporting & Analytics: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.
  • Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.
  • Team Leadership: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
  • Performance Management: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.
  • Recruitment & Training: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
  • Process Improvement: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
  • Risk Management: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
  • Documentation: Ensure all project information is meticulously documented and clearly communicated to clients.
  • Stakeholder Collaboration: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
  • Technology Integration: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
  • Budget Management: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.
  • Crisis Management: Promptly handle escalations and crisis situations to maintain client trust and project stability.
  • Compliance & Security: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

Job requirements

THE IDEAL PROFILE

  • A deep passion for mobile games with a solid understanding of how gaming communities work.
  • Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
  • At least 3 years in a similar management role with proven experience managing teams of over 50 members.
  • Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
  • Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
  • Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
  • Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.
  • Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.
  • Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.
  • Fluency in English and Chinese

WHY JOIN US?

  • Be part of an award-winning, multilingual gaming services company.
  • Enjoy the flexibility of remote work while staying connected to a dynamic team.
  • Work on exciting projects with some of the leading game developers in the industry.
  • Opportunities for career growth and development in a fast-paced, innovative environment.
  • Foster a positive team atmosphere that encourages growth and success.

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About The Company

The world's best businesses know that potential customers can be anywhere. TransPerfect helps our clients to be everywhere. With global headquarters in New York and offices in 140+ cities across six continents, TransPerfect is the world's largest provider of language services and related technologies.


The TransPerfect family of companies enables organizations to speak the language of global business through:


- Translation and Language Services

- Website and Software Localization

- Globalization Management Technology

- Multicultural Marketing

- Legal Support and E-Discovery

- E-Learning Platform Internationalization

- Multimedia and Studio Solutions

- Interpretation and Call Center Support

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Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia (Remote)

Warsaw, Masovian Voivodeship, Poland (Remote)

London, England, United Kingdom (On-Site)

Barcelona, Catalonia, Spain (On-Site)

Hong Kong (On-Site)

Barcelona, Catalonia, Spain (Hybrid)

Bucharest, Bucharest, Romania (Remote)

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