Netflix

Player Support Lead, Game Operations

Netflix

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $140,000 - $220,000 per year

Job Level

Senior

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
player supportsupport systems optimizationKPI managementFAQ managementdocument writingdata analysisautomationagent traininggame developmentlive service
Soft Skills
communication skillsrelationship-buildingproject prioritizationcollaborationproblem-solvinganalytical thinkingleadershipadaptabilitycreativityattention to detail