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Player Support Lead, Game Operations

May 7, 2026

Job Description:

Manage and support a diverse portfolio of games, from first party and third party developed games.
Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compiling and analyzing support reports, escalations, follow up on day to day tasks and projects.
Regularly update player support FAQs and help articles to drive effective self-service.
Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, agent processes, etc.
Collaborate with producers, developers, QA to understand upcoming releases, features, known issues to support games effectively.
Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tools focused on automated replies, issue classification tags, self-service, automations.
Work closely with the Community Manager, to address game-specific issues and ensure transparent communication with players through both PS system and social channels.
Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs.
Maintain comprehensive support documentation for internal and external use.
Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and prepared to provide excellent player support.
Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to achieve support excellence.
Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others.

Requirements:

5+ years of experience in player support as a lead or supervisor in the gaming industry.
Proven track record of supporting multiple games and overseeing both internal and external support teams.
Advanced experience in setting up and optimizing support systems, including CRMs like Zendesk and Helpshift, with technical proficiency in managing FAQs, KPIs, Smart Intents, bots, and automation.
Experience writing documents to aid in developing support tools, processes, and agent training.
In-depth understanding of game development and content, preferably including live service and mobile games.
Working experience with Slack, JIRA, Confluence, CRM tools, Google Suite, and other support tools.
Understanding of mobile games and other platforms.
Exceptional written and verbal communication skills, with experience creating presentations, training materials, documentation, and FAQs.
Proficient in compiling reports, and using data to analyze and optimize player support KPIs and advocate for fixes with the game studio.
Strong relationship-building skills, capable of establishing effective partnerships with stakeholders such as Game Studio, Production, QA, Product Marketing, and others.
Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results.
Can seamlessly prioritize multiple projects at the same time.

Benefits:

Health Plans
Mental Health support
401(k) Retirement Plan with employer match
Stock Option Program
Disability Programs
Health Savings and Flexible Spending Accounts
Family-forming benefits
Life and Serious Injury Benefits
Paid leave of absence programs
Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
Full-time salaried employees are immediately entitled to flexible time off.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...