You will be responsible for team performance, QA processes, reporting, and coaching, while acting as a key link between support operations, QA, and product teams. This role requires strong leadership, analytical thinking, and the ability to manage a data-driven support environment.

We are looking for a hands‑on leader with experience in player support or customer support operations, ideally within gaming, who understands player behavior and can drive both team performance and player satisfaction.

Responsibilities

• Team Leadership: Manage, coach, and support a team of Player Support Specialists to meet performance and quality standards.
• Performance Management: Monitor KPIs such as response times, resolution rates, CSAT, and productivity metrics.
• Quality Assurance: Oversee QA processes, review tickets, and ensure consistent communication standards across the team.
• Reporting: Track and analyze team performance, generate reports, ...