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Senior Player Support Manager | Gestionnaire Sénior·e du Support aux Joueurs·euses

Behaviour Interactive

Ontario, Canada (Hybrid)

Senior Player Support Manager | Gestionnaire Sénior·e du Support aux Joueurs·euses

3 Months ago • All levels • Customer Service

About the job

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Job Description

Manage Player Support teams for Behaviour Interactive's original games. Experience managing Player Support teams with a focus on team building and career growth required.

Must have:

Player Support Management
Team Building & Growth
Support KPIs & Trends
Multiple Priorities Management

Good to have:

Growing Support Teams
Trust & Safety
Global & Domestic Travel
Game Development

Perks:

Dynamic & Creative
Global & Domestic Travel

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Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, Behaviour Interactive is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), Rotterdam (Behaviour Rotterdam) and in the UK (Behaviour UK–North & South). Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment!

At Behaviour Interactive, we believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law.

As Senior Player Support Manager, you will set the global direction for the Support teams for Behaviour’s original games to deliver the best experience to our communities. You will lead a dynamic team of Senior Support Agents, guiding them to deliver exceptional service while acting as the critical liaison between players and our internal teams. Your role will be integral in shaping how we engage with our community, drive improvements, and ensure that every player feels valued and heard.

In this role you will:

Define and execute global Player Support strategies for live and upcoming games;
Oversee relationships with Player Support outsourcing partners;
Mentor and grow a Lead and Senior Support Agents;
Develop and implement strategies to enhance support quality and player satisfaction;
Work with teams across Support, Community, Development, and more to refine tools and workflows;
Ensure player feedback is communicated effectively to internal teams, influencing game development and support policies;
Manage the Player Support budget and report on KPIs and player feedback.

Daily Tasks:

Guide and support your team through challenges and escalations;
Collaborate on tool and process improvements;
Monitor trends and prepare for upcoming game updates and launches.
Advocate for player needs and contribute to development decisions.
Research and implement better support processes and tools.

What we're looknig for:

Passion for fostering a supportive environment for players and staff;
Proven experience managing a Player Support team with a focus on team building and career growth;
Strong understanding of support KPIs and industry trends;
Ability to manage multiple priorities, develop new initiatives, and drive improvements;
Willingness to travel both globally and domestically as needed;
Background in growing Player Support teams across multiple projects is a plus;
Experience with or in developing Trust & Safety organizations is a plus.

En tant que Gestionnaire Sénior·e du Support aux Joueurs·euses, vous définirez la direction globale des équipes de support pour les jeux originaux de Behaviour afin de fournir la meilleure expérience possible à nos communautés. Vous dirigerez une équipe dynamique d'agents·es de support sénior·e, en les guidant pour offrir un service exceptionnel tout en jouant le rôle de liaison critique entre les joueurs·euses et nos équipes internes. Votre rôle sera essentiel pour façonner la manière dont nous engageons avec notre communauté, pour stimuler les améliorations et pour garantir que chaque joueur·euse se sente valorisé et écouté.

Prêt·e à plonger dans le monde du développement de jeux vidéo à la pointe de la technologie ? Basé à Montréal, Behaviour Interactif est un acteur majeur de l’industrie du jeu, créant des expériences inoubliables sur PC, console et mobile. On est un studio indépendant dynamique avec plus de 1200 employés passionnés, et on a des studios à Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), Rotterdam (Behaviour Rotterdam) et au Royaume-Uni (Behaviour UK–North & South). On se concentre sur deux grands axes : les Services et les Jeux Originaux. Notre équipe Services collabore avec des géants du jeu et du divertissement comme Disney, Sony, Activision et Nintendo, en offrant un développement sur commande de premier choix et en innovant dans le divertissement immersif en lieu fixe (LBE). Pendant ce temps, notre unité Jeux Originaux repousse les limites de notre créativité avec nos IPs emblématiques, comme le fameux Dead by Daylight. Rejoins-nous et fais partie de l'avenir du divertissement interactif !

Chez Behaviour Interactif, on croit en l’équité des chances pour tout le monde et on célèbre la diversité des personnes, des perspectives et des idées. C’est donc important pour nous de travailler avec des talents qui proviennent de tous les horizons, et ce, indépendamment de leur âge, sexe, ethnicité, couleur, origine ethnique ou nationale, religion, orientation sexuelle, identité de genre, statut familial, handicap ou toute autre caractéristique protégée par les lois applicables.

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About The Company

Behaviour Interactive

40 Active Jobs

Behaviour Interactive is the largest Canadian gaming studio, with more than 1,300 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 50 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects, including the highly anticipated base building and raiding title Meet Your Maker™. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North and Behaviour UK – South) and in Rotterdam (Behaviour Rotterdam). For more information, visit www.bhvr.com.