Player Support Lead, German
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Job Description
Player Support Lead guiding multilingual teams supporting live-service game players for TransPerfect. Managing performance, queues, coaching, quality, training, and escalations.
Responsibilities:
- Lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages
- Ensure consistent, professional, and player-focused support while meeting operational and performance targets
- Manage daily team operations, including workload coordination, performance management, coaching, quality, training, and team development
- Occasionally handle player contacts for escalations, training, or operational coverage
- Manage 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 delegated authority
- Identify operational risks and recommend appropriate actions
- Support recruitment, onboarding, and probation reviews
- Manage complex team issues and challenging conversations
- Contribute to client meetings, operational reports, and escalation follow-ups
Requirements:
- 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 (nice to have)
- Experience with Microsoft Office, Google Workspace, or similar tools (nice to have)
- Experience supporting recruitment, onboarding, and probation reviews (nice to have)
- Experience contributing to client communications and operational reporting (nice to have)
- Experience working against quality, SLA, productivity, or CSAT targets (nice to have)
- Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities (nice to have)
- Additional languages (nice to have)
- German proficiency is requested in the application
- English proficiency is requested in the application
- Availability for one of the listed UTC shifts
- Willingness to work under a freelance contract
- Acceptance of the stated $9 USD per hour rate
Benefits:
- 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
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