Remote Player Support Lead Job in Los Angeles, CA Netflix

Who you are

• 5+ years experience in player support as lead, supervisor, or manager in gaming industry
• Proven track record of managing multiple games simultaneously
• Overseeing externally sourced agents or outsourced support teams
• Great written and verbal communication skills
• Hands-on experience writing documentation, agent training, and public-facing help center articles
• In-depth understanding of game development process and game content (live service and mobile games)
• Data-driven approach to analyze and optimize player support KPIs
• Experience building reports using CRM analytics, Google Sheets, and other data systems
• Experience with app store reviews and player feedback
• Experience with CRM tools, Google Suite, and other customer support tools
• Understanding of mobile games, mobile phone ecosystem, and hardware
• Experience working with QA, Game Developers, Producers for game releases
• Experience logging game bugs in JiRA or other systems
• Strong relationship-building skills with stakeholders
• High level of player empathy and dedication to positive player experience
• Experience creating PowerPoint presentations, training materials, documentation, and FAQs
• Strategic problem-solving skills
• Flexibility in prioritizing multiple projects simultaneously

What the job involves

• Oversee day-to-day player support operations for assigned internal game/studios
• Prepare support vendors for new game releases, updates, and live events
• Develop agent training materials and player-facing FAQ articles
• Establish and optimize processes to track and escalate game trends and issues
• Collaborate with development leads, Community Manager, and QA leads to address game issues
• Influence player support strategies with the Head of Player Support and Program Manager
• Contribute to tooling and tech improvements for support workflows
• Monitor agent performance and key metrics
• Ensure player support team is well-informed and prepared to provide the best support

Application process

• Job is open for at least 7 days
• Removed when the position is filled