Team Lead - Critical Issues

COMPANY DESCRIPTION

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six, to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!

JOB DESCRIPTION

Are you an experienced leader who thrives in complex environments and enjoys building high-performing teams? We’re looking for a Team Lead to guide a group of specialists focused on reducing fraud and risk, minimising bad demand, managing executive escalations, and enhancing service quality across our player support ecosystem.

This role is ideal for someone with proven leadership experience, stakeholder management, and cross-functional collaboration skills. Experience in fraud & bad demand prevention is welcome but not required—what matters most is your ability to lead with clarity, support strategic delivery, and put our players first.

Your Mission

Lead, inspire, and empower a team to deliver measurable impact in the most critical areas of our player support. You’ll connect support operations with our Security, Legal, and Executive teams to ensure high quality outcomes for both players and our organisation.

Key Responsibilities

• Define and track KPIs to measure team performance and impact.
• Support strategy development for bad demand reduction, fraud mitigation, and risk management.
• Manage team development, wellbeing, and performance (OKRs, coaching, 1:1s).
• Act as a key point of contact for internal stakeholders across Ubisoft.
• Support high-risk and executive escalations, including regulatory inquiries.
• Foster collaboration across departments to embed player-centricity in our services.
• Champion operational excellence, continual improvement and compliance across the organisation.

QUALIFICATIONS

• Proven leadership experience in managing and developing high-performing teams.
• Strong background in customer or player support, ideally in live service environments.
• Strong communication and stakeholder engagement skills.
• Ability to drive strategic initiatives and manage complex escalations.
• Experience in fraud & risk management, compliance and/or escalation management, with an eye for continual improvement.
• Passion for games, players, and community-focused service delivery.
• Familiarity with ITIL 4 practices and service management principles (preferred)

ADDITIONAL INFORMATION

We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities, while giving you the opportunity to maintain your work-life balance. Please note that some roles are fully office-based and are not eligible for hybrid working.

Benefits

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Perks:

• We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
• A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
• Regular professional and social events
• Flexible working hours
• A casual dress code
• Fun, we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.