Senior Player Support Manager | Gestionnaire Sénior·e du Support aux Joueurs·euses
Job Summary
Job Description
- Player Support Management
- Team Building & Growth
- Support KPIs & Trends
- Multiple Priorities Management
- Growing Support Teams
- Trust & Safety
- Global & Domestic Travel
- Game Development
- Dynamic & Creative
- Global & Domestic Travel
1 skill required
Job Details
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.
- 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.
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About The Company
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.
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