Player Support Lead (German)

Great player support is part of what keeps games alive.

As a Player Support Lead you will lead and develop Player Support Agents Specialists and Experts across assigned projects shifts and languages. You will help ensure your team delivers consistent professional and player-focused support while meeting agreed operational and performance targets.

You will be responsible for daily team operations including workload coordination performance management coaching quality training and team development. Although you may occasionally handle player contacts to support escalations training or operational coverage your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager.

• Manage your teams attendance performance quality conduct and development.

• Manage daily workloads queues breaks and priorities within the operational plan.

• Conduct one-to-ones coaching performance reviews and absence follow-ups.

• Develop and implement performance improvement or disciplinary plans.

• Own team training quality calibrations procedures and knowledge content.

• Coordinate incident responses and approve actions within your delegated authority.

• Handle player contacts when required.

• Identify operational risks and recommend appropriate actions.

• Support recruitment onboarding and probation reviews as necessary.

• Manage complex team issues and challenging conversations professionally.

• Contribute to client meetings operational reports and escalation follow-ups.

• At least one year of player support team leadership experience.

• Strong communication and interpersonal skills.

• Ability to manage employee performance development attendance and conduct.

• Strong coaching and leadership ability.

• Ability to manage workload planning queue management or workforce coordination.

• Experience handling incidents and complex player or operational escalations.

• Ability to support quality reviews calibrations and training.

• Strong organisational and prioritisation skills.

• Comfortable using player support platforms and productivity tools.

• Ability to work effectively in a fast-paced global team environment.

• Experience with Zendesk Helpshift Intercom or similar tools.

• Experience with Microsoft Office Google Workspace or similar tools.

• Experience supporting recruitment onboarding and probation reviews.

• Experience contributing to client communications and operational reporting.

• Experience working against quality SLA productivity or CSAT targets.

• Familiarity with live-service games mobile games MMOs online games or multiplayer communities.

• Additional languages.

• A leadership role in the video games industry.

• The opportunity to shape team performance and player experience.

• Training and support in tools processes and workflows.

• Exposure to global operations client communication and escalation management.

• A multicultural and fast-paced team environment.

• Opportunities to grow in player experience leadership and operations.

Interested Send us your updated CV by clicking apply. Please note that only qualified candidates will be contacted for further steps.