Player Support Team Lead
8 Minutes ago • 2 Years +
Customer Service
Job Description
The Player Support Team Lead oversees the daily operations of internal and external player support teams for Dead by Daylight and future Behaviour titles. This role ensures the delivery of high-quality support services, manages vendor relationships, and drives continuous improvement in player experience through strategic leadership and collaboration.
Must Have:
- Lead and nurture a collaborative and positive team culture.
- Implement strategic direction of Player Support Team.
- Act as the main liaison between Behaviour and support vendors.
- Monitor and manage KPIs, staffing needs, and service quality.
- Analyze and optimize support processes and workflows.
- Collaborate with cross-functional teams to identify and prioritize issues affecting player experience.
- Promote best practices in player support and ensure team stays informed on industry trends.
In this role you will:
- Lead and nurture a collaborative and positive team culture across internal and external support teams.
- Implement the strategic direction of Player Support Team, focusing on continuous service improvement.
- Act as the main liaison between Behaviour and support vendors, providing guidance and resolving operational issues.
- Monitor and manage KPIs, staffing needs, and service quality across support channels.
- Analyze and optimize support processes and workflows to enhance player satisfaction.
- Collaborate with cross-functional teams to identify and prioritize issues affecting player experience.
- Promote best practices in player support and ensure the team stays informed on industry trends and standards.
What we are looking for:
- Minimum of 2 years of experience in a leadership role and proven track record managing large-scale support operations across multiple platforms.
- Experience in customer support including ticketing writing and drafting.
- Proven experience with CRM tools, preferably Zendesk.
- Experience managing relationships with customer support/player support vendors.
- Skilled in building support dashboards and reports.
- Experience delivering regular reports to cross-functional teams.
- Ability to work closely with Community teams to align with player feedback.
- Excellent communication skills in both English and French, both written and oral.
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