Experienced Player Support Lead for Game Operations - Enhancing Gaming Experience through Strategic Leadership and Technical Expertise

Introduction to Netflix Games Netflix Games is revolutionizing the gaming industry by providing a unique and engaging experience for players worldwide. As a key player in the gaming sector, we are committed to delivering high-quality games that exceed our players' expectations. To achieve this goal, we are seeking a dedicated and experienced Player Support Lead to join our team. As a Player Support Lead, you will play a crucial role in enhancing the gaming experience on our platform, leading support efforts across our diverse game portfolio, and establishing support for new game launches. Job Overview We are looking for a highly skilled and motivated individual who shares our values of selflessness, candor, curiosity, and resilience. The ideal candidate will possess strong analytical skills, business acumen, and a proven ability to build relationships with cross-functional partners. A passion for ensuring players have the best possible experience is essential, and we are committed to providing a supportive and inclusive environment that fosters growth and development. Key Responsibilities Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compiling reports, and following up on tasks and projects. Regularly update player support FAQs, text templates, and help articles to drive effective self-service and full automation. Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, processes, and other necessary materials. Collaborate with producers, developers, QA to understand upcoming releases, features, known issues, and support games effectively. Manage and improve support tools, working with PS PM to optimize PS CRM and App Store Review Tool with AI Replies, Tags, Smart Intents, bots, and full/partial automation. Work closely with the Community Manager, if one is assigned to your game, 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, using 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. Essential Qualifications 5+ years of experience in player support as a lead or supervisor in the gaming industry. Proven track record of managing 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. Preferred Qualifications 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. Career Growth Opportunities and Learning Benefits At Netflix Games, we are committed to providing our employees with opportunities for growth and development. As a Player Support Lead, you will have the chance to work on a wide range of games, collaborate with cross-functional teams, and develop your skills in areas such as support operations, analytics, and project management. We also offer a range of training and development programs to help you build your skills and advance your career. Work Environment and Company Culture Netflix Games is a unique and dynamic work environment that values innovation, creativity, and collaboration. We are committed to creating a supportive and inclusive culture that fosters growth and development, and we are proud to be an equal-opportunity employer. Our company culture is built around our values of selflessness, candor, curiosity, and resilience, and we are looking for individuals who share these values and are passionate about delivering exceptional player support. Compensation, Perks, and Benefits We offer a competitive compensation package that includes an annual salary, stock options, and a range of benefits such as health plans, mental health support, 401(k) retirement plan, and paid leave of absence programs. We also offer flexible time off and a range of other perks and benefits to support your well-being and work-life balance. Conclusion If you are a motivated and experienced player support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Player Support Lead at Netflix Games, you will have the chance to work on a wide range of games, collaborate with cross-functional teams, and develop your skills in areas such as support operations, analytics, and project management. Don't miss out on this opportunity to join our team and help us deliver exceptional player support to our players worldwide. Apply for this job